Case Study: Time Warner achieves reduction of 120,000 events to under 1,000 weekly incidents with ServiceNow Event Management

ServiceNow Event Management Reduces 120,000 Events to Less Than 1000 Incidents a Week

Time Warner, a global media and entertainment company with about 25,000 employees, faced fragmented IT operations across multiple divisions that relied on disconnected monitoring tools and manual processes. The result was overwhelming alert noise—thousands of emails to a shared mailbox—manual incident creation, inconsistent prioritization and frequent misassignment of work.

By standardizing on ServiceNow ITSM and rolling out ServiceNow Event Management (live in eight weeks and integrated with tools like SolarWinds, Microsoft, VMware and others), Time Warner automated event correlation, prioritization and assignment. That automation cut more than 120,000 incoming events down to fewer than 1,000 incidents per week, reduced high‑impact incidents and improved resolution speed, and set the stage for broader ITOM capabilities such as Discovery and Service Mapping.

Time Warner

Olga Krasovski

Director of Service Management