Browse Mergen content

A retailer rolled out CSM for store-operations support — store managers raise tickets via mobile, district managers oversee resolution. Resolution time down 51%.

A scaling fintech rebuilt onboarding for compliance-heavy roles via HRSD. Time to fully-cleared productive employee: 18 days → 6 days.

A 28,000-employee tech company unified HR shared services across 14 countries on HRSD. HR ticket resolution accelerated 64%.

A multi-state health system deployed Now Assist on clinical-documentation workflows. Clinician note-taking time reduced 38%.

Mergen runs a multi-tenant ServiceNow Center of Excellence for 12 mid-market customers. Each gets enterprise-grade Day-2 ops at a fraction of the cost of in-house.

A 12-hospital network managed $400M annual capital projects on ServiceNow SPM. Project on-time delivery improved from 58% to 88%; portfolio reallocation now happens monthly.

A tier-1 telco coordinated a $1.8B multi-year 5G rollout across 4 national markets via ServiceNow SPM. Site activation accelerated 27%; cross-market dependency conflicts down 64%.

A 36-page reference architecture for healthcare platform strategy — clinical, administrative, patient-facing — with HIPAA + HITRUST patterns.

Every ITOM use case fails when CMDB is rotten. Three principles for CMDB hygiene that survive engineering velocity.

Quarterly digest from Mergen — recap of the Industry Summit, new specialty practices, customer wins, and Q4 roadmap.