Transforming IT Service Management for Global Manufacturing
The Challenge
Global Manufacturing Corp was struggling with a fragmented IT service management system that led to delayed incident resolution, poor visibility into service requests, and frustrated employees across their 50+ global locations. Their 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.
Our Approach
We conducted a comprehensive assessment of their existing processes, pain points, and business requirements. Our team then designed a phased ServiceNow implementation strategy that would minimize disruption while delivering quick wins.
Phase 1: 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 2: 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, Global Manufacturing Corp saw transformative results. Average incident resolution time dropped from 72 hours to just 25 hours—a 65% improvement. User satisfaction scores jumped to 94%, up from 67% pre-implementation. The automated workflows eliminated manual handoffs and reduced human error, saving an estimated $2.4M annually in operational costs. IT teams gained real-time visibility into service health across all global locations, enabling proactive issue resolution.
“TriluxTech didn't just implement software—they transformed how our entire organization manages IT services. The results exceeded our expectations, and their team became true partners in our success.”