Case Study: Navigant achieves IT modernization and increased efficiency with ServiceNow

Navigant - Customer Case Study

Navigant, a Chicago‑based global consulting firm, faced rapidly growing data volumes managed across multiple disparate data centers and legacy tools (Lotus Notes and SharePoint) that prevented scaling and IT process maturity. The IT team needed to consolidate infrastructure into a single private cloud and transform from a break‑fix shop into a service provider, but their helpdesk, knowledge, change and asset systems lacked workflow, integration and dynamic CMDB capabilities.

Navigant selected ServiceNow and completed a two‑phase rollout in seven months, deploying Incident and Request Fulfillment first to support the private cloud, then adding Change, Problem, CMDB and Knowledge. The single integrated platform automated email‑to‑incident handling (giving agents an estimated 4–6 extra hours/month), enabled a service catalog and proactive event management, improved asset and knowledge workflows, and shifted IT’s perception toward a business enabler while creating a roadmap for further automation and mobile support.

Navigant

Joseph Jogmen

Senior Manager of IT Administration