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Mergen named ServiceNow Elite Partner and Center of Excellence of the Year

Measured outcomes

What this programme actually delivered.

14 weeks

Live in 14 weeks on plan

78%

78% first-contact resolution rate

1

Customer team owned platform on day 1 post-go-live

The challenge

A mid-market manufacturer wanted ServiceNow but feared the cost + timeline horror stories from peer organizations. They needed a fixed-scope, fixed-price option.

What Mergen delivered

14-week fixed-scope ITSM rollout (Incident, Problem, Change, Service Catalog) for 3,200 users. Discovery ended with signed scope. Sprint-based delivery with biweekly demos. Knowledge transfer baked into the schedule.

Outcomes

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