Client outcomes
ServiceNow case studies &
client outcomes
ITSM · Healthcare · USA · 2,000 seats
ServiceNow ITSM implementation replacing email-based IT support for a US healthcare provider
The IT department handled 800+ monthly tickets via shared email inboxes. SLAs were untracked, assignments manual, and leadership had zero performance visibility. Needed to go live in 16 weeks without disrupting clinical operations.
“Exato’s team understood our clinical constraints and delivered a platform our IT team actually loves using.”
VP of IT · Healthcare · USA
HRSD · Financial services · UK · 1,500 employees
ServiceNow HRSD replacing 6 disconnected HR systems for a UK financial services firm
HR operations ran across 6 systems — HRIS, ticketing, spreadsheets, shared inboxes, SharePoint, and a legacy onboarding tool. New joiners experienced 2-week delays to get IT access. HR spent 60% of time on repeat email queries.
“For the first time our HR team can see everything in one place. The employee feedback has been overwhelmingly positive.”
Head of HR Operations · Financial services · UK
CSM · Utilities · UAE · 500,000 customers
ServiceNow CSM replacing 4 disconnected customer support tools for a UAE utilities provider
Customer cases were handled across phone, email, a web portal, and walk-in centres — all on different systems. Agents had no shared customer history. Cases were duplicated. Field dispatch was managed via phone and spreadsheets.
“Our agents went from switching between 4 systems to working in one. CSAT was up 45 points within two months.”
Director of Customer Ops · Utilities · UAE
Integration · Manufacturing · UK · SAP S/4HANA
Real-time SAP S/4HANA to ServiceNow ITSM integration for a UK manufacturer
ERP and ITSM were completely disconnected — IT assets tracked in SAP but tickets had no asset data, causing slow triage. Changes needed manual approval in both systems, creating duplication and audit gaps.
“Before the integration our service desk was flying blind on asset data. Now every ticket shows live SAP information instantly.”
IT Operations Manager · Manufacturing · UK
Get a quote
Request a free consultation
