Browse Mergen content

A tier-1 telco split its ITSM into wholesale and retail operations on ServiceNow with separate SLAs, shared CMDB, and unified change management.

A multi-line insurer consolidated 7 legacy ITSM tools spanning life, P&C, and reinsurance lines onto ServiceNow. $4.2M annual tooling savings; uniform SLAs.

A healthcare network deployed ITOM with discovery, service mapping, and event correlation on clinical systems. EHR availability sustained at 99.99% across cutover and upgrades.

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

An integrated energy major deployed ITOM bridging IT systems and operational technology (SCADA, historians) for unified visibility — without violating Purdue model boundaries.

A 22,000-employee manufacturer rolled out HRSD covering both factory shop-floor and corporate office workforces with role-aware service catalogs.

A state government deployed federated HRSD across 14 departments with department-specific catalogs but unified onboarding and policy enforcement.

A global wealth-management firm rebuilt complaint handling on ServiceNow CSM with FCA / FINRA-aligned audit trails. Closure rate within regulatory windows: 100%.

A regional utility rebuilt customer-facing outage communications on CSM with proactive SMS notifications. Inbound call volume during outages dropped 64%.

An industrial conglomerate moved its $1.2B annual capital-projects portfolio from spreadsheets to ServiceNow SPM. Portfolio re-allocation cycles compressed from quarterly to weekly.