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CASE STUDY

Commercial REIT: ITSM Across 240-Property Portfolio Management

A commercial REIT unified property-management IT service desk across 240 properties on ServiceNow ITSM. Tenant-issue resolution time down 47%.

May 9, 2026 · 2 min read · By admin
At a glance
47% CHANGE
Industry
Real Estate
Topics
ITSM · Servicenow
Published
May 2026
Headline outcome
47% Tenant-issue resolution: down 47%

Measured outcomes

What this programme actually delivered.

47%

Tenant-issue resolution: down 47%

240

240 properties on a single platform

The challenge

A commercial REIT managing 240 properties had each property running its own IT service desk for tenant requests, building systems, and IT support. Cross-property visibility was non-existent.

What we built

Unified ServiceNow ITSM with property-specific groups. Tenant-facing portal for non-emergency requests. Building-systems integration for HVAC + access-control alerting. Property-manager dashboards.

Outcomes

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