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ITSM & Platform Governance

Global ServiceNow Transformation

Architecting a global service delivery model for 5,000+ users across 90+ global sites, delivering a high-stakes ServiceNow implementation $938K under budget.

$938K Under Initial Budget
79% First-Contact Resolution
5,000+ Global Enterprise Users
$1.6M Annual Cost Takeout

The Challenge: Fragmented Global Support

Oldcastle Infrastructure faced siloed service delivery, lacking a unified platform for intake, governance, or operational visibility across its distributed global footprint.

  • Platform Inefficiency: Existing support workflows were manual and unable to scale for 5,000+ mobile and field users.
  • Governance Gaps: Absence of a formalized Change Advisory Board (CAB) led to excessive unplanned downtime.
  • M&A Friction: Lack of a repeatable integration mechanism led to headcount inflation and delayed synergy realization.

The Strategy: Scalable Platform Governance

The objective was to professionalize the global IT service organization by deploying a world-class ITSM platform and institutionalizing the governance required for stability at scale.

1. ServiceNow Enterprise Rollout

Led the implementation of ServiceNow as the enterprise standard, optimizing workflows and consolidating licensing to finish $938K under budget while providing 100% visibility.

2. Change Management & Stability

Established and governed a formal Change Management process and CAB, reducing unplanned incidents by 4% through rigorous impact analysis.

3. Service Excellence & Knowledge Management

Matured Knowledge Management and SOP frameworks to increase self-service adoption, enabling 79% first-contact resolution.

4. Strategic M&A Playbook

Designed the enterprise IT M&A integration and separation playbook, allowing for onboarding new acquisitions without increasing internal headcount.

The Results: High-Performance Global Delivery

The transformation shifted the organization toward a proactive, business-aligned service model with significant financial and operational impact.

  • Bottom-Line Efficiency: Reduced annual IT costs by over $1.6M through strategic vendor negotiations and platform consolidation.
  • First-Class Resolution: Achieved a 79% first-contact resolution rate, improving accessibility for field operations.
  • Operational Stability: Improved system uptime and reduced technical debt by streamlining the application portfolio.
  • Asset Transparency: Standardized IT asset lifecycle practices for 5,000+ cellular users and 90+ locations, ensuring financial predictability.