Case Study: U.S. Candy Making Company achieves millions in IT savings and 92% faster outage resolution with ServiceNow

Transforming IT Service Pays Dividends for U.S. Candy Maker

A U.S.-based candy maker facing excessive IT cost and complexity, inconsistent processes, poor visibility and mediocre user experience launched a multi-phase IT transformation and selected ServiceNow’s Now Platform as its strategic foundation. The goal was to standardize ITIL-based service management globally, reduce manual effort, and create a single system of engagement and record.

By deploying the Now Platform—adding automation (server decommissioning, change management), a self-service portal and performance analytics—the company saved more than $5 million, cut server decommissioning time and saved almost 20,000 hours, automated 60% of change requests, achieved an 80% increase in self-service activity with the portal handling ~31% of requests (30% goal hit in under two months), reduced mean time to repair by 92% (from ~3 hours to 15 minutes), and moved to 99% data-driven decisions. The transformation also established a foundation to extend the platform across the business and pursue advanced automation, predictive analytics and broader service management.