Case Study: Qlik achieves streamlined IT service delivery and rapid cloud demo provisioning with ServiceNow

Orchestrating a transformational approach to service delivery

Qlik, a global leader in data analytics and BI serving more than 48,000 customers, was outgrowing its informal IT support model. Rapid hiring and changing systems drove a surge in requests—about 2,500 emails a month handled by seven agents—leaving IT with no case differentiation, SLAs, KPIs or effective reporting, and an expensive, manual process for provisioning cloud demo environments.

Qlik implemented ServiceNow’s ITSM and orchestration to deliver an ITIL-based, cloud-hosted service platform with a self-service portal, chat, knowledge base, automated workflows and cloud provisioning. The result: faster, transparent case classification and routing, much quicker onboarding (hours instead of weeks), empowered frontline agents, reduced cloud spend through automated demo lifecycle management, and higher employee satisfaction as IT became a strategic business partner.

Qlik

Daniel Le Masurier

Director IT Service Delivery