Case Study: NTT Communications achieves complete global service integration and 92% faster integrations with ServiceNow

NTT Com MS achieves complete global service integration with ServiceNow

NTT Com Managed Services, a Barcelona-based global managed services provider with 900+ employees, needed to simplify a highly complex, 24/7 operation that handles more than 12,000 systems — generating roughly 4,000 events and 500 incidents daily. Its legacy service desk relied on manual processes and lacked integration with customer systems, internal tools and affiliates, making ticket exchange slow, error-prone and expensive and preventing rapid delivery of outsourced services.

NTT Com MS implemented ServiceNow’s Now Platform and IT Service Management, augmented by Unifi for advanced integrations, to create a single system of record and centralised CMDB with automated workflows and no dependency on third‑party middleware. The change cut integration implementation time from six months to two weeks (a 92% reduction), accelerated response and resolution times, enabled faster customer migrations and empowered engineers with new development and API capabilities — delivering one unified platform for global IT service management.

NTT Communications

Oscar Garcia

Chief Operating Officer, Managed Services