Case Study: Postmedia Network achieves end-to-end service visibility and faster incident resolution with ServiceNow

Postmedia Network - Customer Case Study

Postmedia Network (formerly CanWest) is a Canadian media company operating newspapers, broadcasting and digital properties with centralized IT in Winnipeg. During a major corporate restructuring and severe budget cuts the IT organization struggled with siloed infrastructure, an out-of-date CMDB of spreadsheets, a restrictive legacy tool and poor visibility into how infrastructure changes affected business services (for example, an unplanned outage of an FTP server blocking reporters’ submissions).

Postmedia implemented ServiceNow’s SaaS ITSM with Discovery and a populated CMDB, rolling out configuration, incident, change, problem and knowledge management within months using a small internal team. The result was immediate visibility through dashboards, faster incident and change handling, growing ITIL maturity, broader user and executive buy-in, and a clearer mapping of business services (e.g., pagination) that helps prioritize outages and informs asset-management efforts.

Postmedia Network

Leslie Manness

IT Service Manager