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ServiceNow
ServiceNow ITSM Overhaul
Client: FinServe Global
Re-implemented ServiceNow ITSM for a financial services firm, reducing ticket resolution time by 60%.
ServiceNowJavaScriptREST APIsITSM
Results
- 60% faster ticket resolution
- 80% of L1 tickets auto-resolved
- Team satisfaction score up 35%
The Challenge
FinServe's ServiceNow instance was a mess — custom scripts everywhere, no automation, and agents spending more time on the tool than solving problems.
Our Solution
We re-architected their ITSM workflows from scratch, built automation rules for common tickets, and trained their team on best practices.
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