Case Study: Thames Water achieves IT command centre, accelerated builds and £6M annual savings with ServiceNow

Thames Water transforms the employee and customer experience with IT operations command centre

Thames Water, the UK’s largest water utility serving 15 million customers and 6,000 employees, was hampered by fragmented IT operations run by multiple suppliers and little visibility or governance over infrastructure and applications. The company needed to take back control of IT operations and service delivery to improve reliability, employee experience, and customer trust.

Thames Water implemented ServiceNow’s Now Platform as a SIAM-based IT and operations command centre (ITSM and ITOM), creating a single-pane dashboard, orchestration, automated workflows and virtual agents integrated with Microsoft Teams. The changes delivered rapid wins—an AI helpdesk supporting 6,000 employees, VM/platform build times reduced from 45 days to 3 days (≈93% reduction), decommissioning cut to minutes, software discovery shortened from two weeks to three minutes, and roughly £6M+ in annual savings—while providing a foundation for continued innovation.

Thames Water

Philip Taphouse

Command Centre and ServiceNow Programme Manager