Challenge
A major metropolitan transit authority employs nearly 12,000 staff across 190 locations, supporting thousands of desktops and network devices. Its IT operations were managed through a legacy IT Service Management (ITSM) system, which limited the ability to efficiently manage assets, service requests, incidents, and knowledge resources. The organization sought a more robust, modern solution to improve the employee experience, streamline IT operations, and provide consistent, reliable service across its extensive network.
The existing IT infrastructure faced high demand: the Service Desk handled roughly 2,500 calls per month, managing both routine and complex requests, while supporting thousands of devices across hundreds of locations. The authority needed a solution that would improve service efficiency, reduce manual workloads, and enhance visibility and control over IT operations.
Solution
To modernize IT service management, a new ServiceNow platform was implemented, replacing the legacy ITSM system. The approach combined advisory services, assessments, and workshops to define a roadmap from the current state to the desired IT operations, leveraging ITIL best practices and Agile strategies.
The implementation included a full suite of ServiceNow modules, automation workflows, portal redesign, and management of assets and knowledge resources. Event management was integrated with monitoring systems using AIOps to proactively detect and resolve issues. Asset management was synchronized through integration with existing device management tools, and MID Servers were deployed for automatic discovery of hardware and software.
End-user training ensured smooth adoption, while ongoing administration and management of the Service Desk maintained operational excellence. These improvements transformed IT operations into a more responsive, automated, and user-friendly system.
Services Delivered
- Advisory services: priority setting, roadmap development, ITIL-based guidance
- Assessment and workshops using Agile strategies
- ServiceNow implementation: modules, automation workflows, portal redesign, asset and knowledge management
- Event Management integration with AIOps
- Integration with existing asset management tools
- End-user training on new platform
- MID Server deployment for auto-discovery of devices
- Ongoing Service Desk management and platform administration
Benefit
Following implementation, employee experience improved significantly, with service request efficiency increasing by 20% through automated workflows. Business operations were streamlined by 25%, and consistent incident management reduced manual workload and improved resolution times. The redesigned service portal led to a 20% reduction in calls to the Service Desk, while enhanced asset management and auditing capabilities strengthened oversight and compliance across the organization.
