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CASE STUDY

Specialty Retailer: ITOM Across 800 Stores + 3 Distribution Centres

A specialty retailer rolled out ServiceNow ITOM across 800 stores and 3 DCs, gaining real-time visibility into POS, network, and inventory-system health.

May 9, 2026 · 2 min read · By admin
At a glance
94% CHANGE
Industry
Retail
Topics
ITOM · Servicenow
Published
May 2026
Headline outcome
94% Store-incident detection time down 94%

Measured outcomes

What this programme actually delivered.

94%

Store-incident detection time down 94%

The challenge

POS outages at 800 stores were a black-friday existential risk. The retailer’s NOC saw aggregated metrics but couldn’t identify which specific stores were degraded until they called.

What we built

ITOM across all stores + 3 distribution centres with store-level service mapping (POS, network, inventory, security). Auto-generated incident tickets with store context (manager phone, regional escalation). Black-friday war-room dashboards.

Outcomes

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