Case Study: Al Jazeera Media Network achieves streamlined, enterprise-wide service management with ServiceNow

Leading the Media Industry in Service Management

Al Jazeera Media Network (AJMN), a global broadcaster reaching over 310 million households with 82 news bureaus worldwide, needed to protect uptime and viewership by improving service management across IT and broadcast operations. Fragmented tools, manual email-and-phone processes, and limited visibility made it hard to manage assets, contracts, and requests across 80+ locations and hampered user adoption and timely decision-making.

Working with SilverStorm, AJMN consolidated workflows on ServiceNow—implementing ITSM, CMDB, asset and contract management, vendor and legal modules, a bilingual service catalog and portal, and IT business management. The platform drove 100% ITSM adoption and 700% growth in service processes, cut mean time to resolution from 83 to 13 hours, resolved 28,000 incidents, tracked 158,000 assets, migrated 300 contracts worth $10 billion, saved $10 million by reallocating equipment, reduced staff time on hardware tracking by 40%, and nearly eliminated emergency changes.

Al Jazeera Media Network

Aamer Maqsood

Head of Service Management