Case Study: Worldwide Leading Software Company achieves modernized IT management and 250x alert reduction with ServiceNow

Major High-Tech Enterprise Modernizes IT Management with Global Cloud-based Solutions

A global high‑tech enterprise with 100,000+ employees modernized its IT management after its aging on‑premises tool and a patchwork of 150 regional service desks and multiple monitoring systems proved costly, unstable, and fragmented. The legacy environment required separate tools for knowledge, reporting, and portals, and generated five million monitoring events per month with no central event console, creating inconsistent end‑user experiences and high operational overhead.

The company deployed ServiceNow IT Service Management, IT Operations Management, and Event Management, going live in nine months and consolidating 40 service desks and 10 portals while training 4,000 fulfillers. Results included an 8x faster ticket creation rate, reduced MTTR, a 250x reduction in noise (from 5,000,000 events to 20,000 alerts), 300+ catalog items in a consumerized portal, lower tool and contract costs, and a roadmap to expand automation and a single “One Support Experience.”