Case Study: PTC achieves real-time AWS visibility and minutes-level incident resolution with ServiceNow

ServiceNow Delivers Customer-Centric Visibility across PTC’s Amazon Cloud Environment

PTC is a global software provider in CAD, PLM, SLM, AR and IoT serving more than 26,000 customers worldwide. As PTC moved many offerings to AWS, disconnected tools and manual processes (SharePoint, spreadsheets, multiple change request sources) left the company with poor visibility into changes and costs—tracking only about 5% of weekly changes—which threatened service availability, responsiveness, and cost control.

PTC implemented ServiceNow to automatically discover AWS resources, populate a CMDB, tag resources by customer and service, and manage changes and incidents end-to-end, including automated monitoring and remediation and AWS billing allocation. The result: visibility into all ~120 weekly changes (versus six previously), incident resolution times cut from hours to minutes, improved service quality, and complete cost visibility and allocation by customer and product segment.

PTC

Tameem Hourani

Sr. Director