Transforming IT Service Management
for a Leading Non-Profit Organization

Overview

Our client, a leading non-profit organization with a strong presence across the United States, sought to modernize its IT service management (ITSM) to enhance operational efficiency and deliver superior services to its employees and volunteers. With a mission to drive positive change and serve its community, the organization needed a robust and scalable ITSM solution to support its growing needs.

PROBLEMS:

 The organization faced several challenges in its existing IT service management framework

SOLUTIONS

ServiceNow Implementation

Migrated the organization’s fragmented tools to a unified ServiceNow platform.

Implemented core ITSM modules, including Incident Management, Problem Management, and Change Management.

Custom Workflows

Designed and automated workflows to streamline incident resolution, approval processes, and task assignments

Ensured scalability to support future growth and evolving needs.

Self-Service Portal

Developed an intuitive self-service portal to empower employees and volunteers to resolve common issues independently.

Integrated knowledge base articles and FAQs for quick access to information.

Enhanced Reporting and Analytics

Configured real-time dashboards and reports to provide actionable insights into IT operations

◉ Enabled data-driven decision-making to improve service delivery.

RESULTS

The implementation of the ServiceNow platform transformed the organization’s IT service management capabilities, delivering tangible benefits

  • Improved Efficiency

    Automated workflows reduced resolution times by 35%, enabling the IT team to focus on high-priority issues

  • Enhanced User Satisfaction

    The self-service portal increased user adoption, with a 40% reduction in service desk calls.

  • Better Visibility

    Centralized data and real-time dashboards provided clarity into IT operations and resource allocation.

  • Scalable Framework

    The new system supports the organization’s growth and allows for the addition of new functionalities as needed.