CASE STUDY

Mid-Market Manufacturer: Fixed-Scope ServiceNow Implementation in 14 Weeks

A mid-market manufacturer (3,200 employees) deployed ServiceNow ITSM in 14 weeks fixed-scope. Live on plan, on budget; no surprise change orders.

May 9, 2026 · 2 min read · By admin

At a glance

Industry: Manufacturing
Topics: Implementation Services · ITSM · Servicenow
Published: May 2026
Headline outcome: 14 weeks Live in 14 weeks on…

Measured outcomes

What this programme actually delivered.

14 weeks

Live in 14 weeks on plan

78%

78% first-contact resolution rate

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

Live in 14 weeks on plan
Zero surprise change orders
78% first-contact resolution rate
Customer team owned platform on day 1 post-go-live

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Mid-Market Manufacturer: Fixed-Scope ServiceNow Implementation in 14 Weeks

What this programme actually delivered.

The challenge

What Mergen delivered

Outcomes

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