Case Study: Peak 10 accelerates service delivery and reduces incidents by 85% with ServiceNow

Peak 10 Accelerates Service Velocity and Drives Business Growth

Peak 10, a Charlotte-based hybrid IT infrastructure provider, faced a scaling challenge: its legacy ticketing system and manual processes weren’t designed for end-to-end service delivery, causing slow deployments, human error (as high as 25%), high incident volumes, and frequent escalations.

By adopting ServiceNow (IT Service Management, Now Platform, and Service Portal) to automate provisioning and embed ITIL best practices, Peak 10 reduced service deployment times by about 75%, lowered incident volumes by 85% and reduced escalations, gained real-time dashboards to manage partner performance, and delivered a branded one-stop portal that improves customer experience and enables new revenue opportunities.

Peak 10

Joe Deney

Executive Vice President of Customer Operations