Case Study: Lexmark achieves streamlined, automated printer driver publishing in under 15 minutes with ServiceNow

Lexmark Streamlines Its Software Publishing Processes

Lexmark, a global leader in printing and imaging solutions, faced an inefficient, error-prone driver publishing process built on siloed legacy systems. Publishing a single driver could take four hours or more and involved multiple manual handoffs across several disconnected systems—risking delays and customer dissatisfaction during peak times when Lexmark releases up to 40 drivers a month.

By implementing ServiceNow Orchestration to automate the end-to-end publishing workflow, Lexmark eliminated unnecessary systems, validated releases against the build server, and gained comprehensive release management. The result: driver publishing now takes under 15 minutes, one person can manage the process with automated notifications and far fewer failed releases, and Lexmark has identified dozens more processes (and over 100 legacy databases) to consolidate and accelerate with ServiceNow—boosting productivity and customer experience.

Lexmark

James Teater

Enterprise Solution Architect