The Challenge
A global manufacturing company with 50+ locations was struggling with fragmented IT service management and an outdated, manually-maintained CMDB. The legacy ticketing system couldn't scale with their growing operations, and manual processes were creating bottlenecks across departments.
Average incident resolution time was 72 hours, and IT teams had no unified view of service health. The manual CMDB was prone to errors, making it difficult to maintain accurate infrastructure visibility. This impacted change management, risk assessment, and incident resolution — resulting in frequent service disruptions and high change failure rates.
Our Approach
TriluxTech conducted a comprehensive assessment and designed a phased ServiceNow implementation strategy that would minimize disruption while delivering quick wins.
Phase 1: CMDB Foundation
Converted the manual CMDB into an automated, multi-source database providing real-time infrastructure insights. Integrated with CSDM for standardized data management and defined CMDB health KPIs for proactive monitoring.
Phase 2: Core ITSM
Deployed Incident, Problem, and Change Management with custom workflows tailored to manufacturing operations. Integrated ServiceNow with ERP, Active Directory, and monitoring tools.
Phase 3: ITOM & ITBM
Expanded to IT Operations Management and IT Business Management modules, enabling proactive service management and better alignment between IT and business objectives.
The Results
Within six months of go-live, the company achieved transformative results:
Dramatic Resolution Improvement
Incident resolution dropped from 72 hours to 25 hours — a 65% improvement
User Satisfaction Surge
Satisfaction scores jumped to 94%, up from 67% pre-implementation
Significant Cost Savings
$2.4M annually through automated workflows and reduced manual effort
Reduced Change Failures
Proactive CMDB monitoring enabled early issue detection
Enhanced Visibility
Service mapping provided clear infrastructure dependency views
Global Consistency
Real-time service health visibility across all 50+ locations
“TriluxTech didn't just implement software — they transformed how our entire organization manages IT services. The results exceeded our expectations.”