Case Study: National Grid achieves £1.2M cost savings and operational excellence with ServiceNow

National Grid powers efficiency and operational excellence with ServiceNow

National Grid, a London-based energy utility with ~25,000 employees, needed to speed IT change to keep pace with a rapidly evolving energy sector and rising customer demand for new services. The challenge was to align IT strategy with company ambitions and simplify a large volume of cross‑company processes so teams could react faster and deliver measurable business value.

By placing ServiceNow (IT Service Management and IT Operations Management) at the heart of its approach, National Grid built a centralized, continuously delivered platform—upgrading in six weeks to support 40,000 active users—and adopted agile sprints, automation, and best‑practice processes. The result: £1.2M in cost savings in 12 months through cost avoidance and consolidation, faster delivery of new services, future‑proofed operations, and a clear roadmap to expand platform value across finance and HR.

National Grid

David Westwood

ServiceNow Platform Manager