Case Study: International courier and delivery services company achieves improved IT service levels and vendor accountability with ServiceNow

Powering Global Multi-Sourcing with ServiceNow for Service Integration and Management

This international courier and delivery company, serving more than 200 countries, relied on timely, reliable IT services to support its global operations and 900 enterprise customers. As the business grew, legacy systems, siloed processes, and slow response times—especially for tasks like new-user access—threatened productivity, so the company moved to a multi-sourced outsourcing model and needed a Service Integration and Management (SIAM) approach to improve visibility and hold providers accountable within a three-month rollout window.

Working with Engage ESM and Innovise ESM, the company implemented a ServiceNow-based SIAM layer with e-bond integrations, a robust SLA/OLA engine, analytics dashboards, and a service catalog of nearly 1,000 items. Delivered on time and on budget, the solution cut delivery times (user access now often granted the same day instead of a week), increased IT visibility and control, established global ITSM standards, and helped transform suppliers into accountable partners—boosting productivity and enabling proactive vendor management.