ServiceNow Solutions
for Unified Service Desk Operations
Project Highlights
Developed a global service desk structure to unify operations across four continents.
- Standardised Processes: Streamlined procurement, incident management, and service operations.
- ServiceNow Implementation: Consolidated 20 subsidiary teams and implemented 12 key service processes to optimise operations.
- Unified Service Catalogue: Created a single catalogue to standardise request fulfilment, incident, problem, change, and asset management workflows.
Business Impact
The ServiceNow solution achieved measurable improvements.
These enhancements enabled the organisation to unify operations, optimise workflows, and deliver consistent service quality worldwide.
The Client
A globally renowned multinational corporation with a diverse portfolio and extensive international footprint.
- Operates across four continents, encompassing Europe, Asia, North America, and Africa, with a robust network of production facilities and operations.
- Manages over 20 subsidiaries, specialising in flat glass, glassware, glass packaging, and chemicals, catering to a wide range of industries and consumer needs.
- Dedicated to operational excellence, leveraging cutting-edge technology and innovation to ensure seamless service quality and sustainable growth.
- Fragmented service desk teams across continents, leading to inefficiencies.
- Lack of standardised processes for procurement, incident management, and service operations.
- Disjointed operations in subsidiaries, causing delays and inconsistent service delivery.
Team & Technology
Platform
- ServiceNow
Process Automation Tools
- ServiceNow workflows for incident and change management.
The Outcome
The ServiceNow implementation delivered transformative results.
This solution empowered the organisation to optimise global service desk operations, streamline workflows, and provide superior service quality.
