Case Study: Publicis Groupe achieves global ITSM consolidation and HR automation with ServiceNow

Publicis Groupe - Customer Case Study

Publicis Groupe, a global communications group of about 45,000 employees across 104 countries, faced a fragmented IT support landscape with 12 different help‑desk tools and an aging HP OVSD system that was slow, hard to configure and offered limited reporting. The company needed a single, ITIL‑compliant global ITSM platform and standardized processes to improve productivity, cross‑region ticketing and management reporting.

Publicis rewrote its ITIL processes, chose ServiceNow and rolled out incident and configuration management, self‑service and change capabilities across regions, consolidating the patchwork of tools into one platform. They built a flexible service catalog called Flex for non‑IT requests, automated HR onboarding with an IMAC app integrated to HR and Active Directory, and strengthened CMDB and provisioning workflows—resulting in faster provisioning (same‑day in some cases), consistent user experience, centralized reporting, lower operating costs and broader global visibility.

Publicis Groupe

Steve Arnold

Manager of the Global Process Team