Case Study: Leading Software Services Provider achieves 93% fewer incidents and accelerated incident response with ServiceNow

Leading Software Services Provider Lowers Ticket Volumes and Accelerates Incident Response

A leading global software services provider operating multiple mission-critical data centers faced poor end-to-end IT visibility and no way to measure or improve processes. Legacy monitoring and event tools left level I support overwhelmed by uncorrelated, unprioritized alerts, causing critical issues to be buried in noise and slowing incident resolution.

By deploying ServiceNow ITSM and Event Management and linking event, change, and configuration data, the company automated event-to-incident creation, prioritization, and assignment while surfacing relevant knowledge articles. The modernized NOC turned 5,200 daily events into 450 incidents (a 93% reduction), lowered ticket volumes, accelerated response times, and delivered the visibility needed for ongoing process improvements and further automation.