• Limited process integration between incident, problem, change and service request capabilities.
  • No closed loop change management process leading to 2+ months for simple enhancements.
  • No real time CMDB for accurate source of infrastructure, 600+ applications and end user assets.
  • Limited reporting capabilities & slow performance of existing Maximo system.
  • High maintenance and scalability issues for on-premise set up.
  • 4 disparate tools for employees to raise requests and issues leading to poor user experience.
  • Only 12% of tickets generated through service portal with a non-intuitive UI.


World's third largest Telecommunication leader with 300k+ employees. Using IBM MaxIT and 3 other tools for internal IT, data center and end user services delivery.


  1. Consolidated IT Service Management into ServiceNow replacing 4 systems to standardize enterprise wide consistent IT Service Delivery.
  2. Simplified ITSM processes with data driven impact analysis, auto-assignment to right bins and context rich knowledge base.
  3. Extended the platform beyond ITSM to include data center, HR request management processes leveraging the single system of truth.
  4. 24x7 Self-service portal – an HR “storefront” for the business.
  5. HR Request management with migration of all ex-employee documents, providing them a dedicated Alumni portal with easy access to.


  1. 6 weeks to replace legacy ITSM & Go Live with ServiceNow.
  2. 47% reduction in L1 calls and email volume.
  3. 100% self service index.
  4. 48% reduction in service request MTTR.
  5. 50% reduction in cycle time for approvals.






Noida, India


1,000 to 5,000


IT Service Management