Case Study: Lennox International achieves IT transformation and rapid self-service automation with ServiceNow

The Platform That Pulls Everyone Together

Lennox International, a global manufacturer of heating, air-conditioning and refrigeration equipment, supports thousands of internal users and tens of thousands of web users. When Carolyn Hollingsworth inherited a decade-old, heavily customized IT system, the team struggled with painful upgrades, high costs for new modules, and a lack of flexibility that forced manual workarounds—prompting a search for a more agile platform and global process standardization.

Lennox replaced legacy tools with the ServiceNow Service Automation Platform, rolling out Incident Management in about 60 days and then Problem and Change management, while building custom apps (access requests, knowledge‑assisted incident entry, retail store requests), Discovery, contract tracking and integrations. The result: faster automation and self-service, better asset and change visibility, consolidated incident workflows across teams, and a shift from multi‑day manual processes to operations that often complete in minutes—spurring adoption across IT and other business units.

Lennox International

Carolyn Hollingsworth

Senior Manager of Service Operations