Enterprise Digital Transformation by Reimagining IT Service Management  Enterprise Digital Transformation by Reimagining IT Service Management 

Enterprise Digital Transformation by Reimagining IT Service Management 

Harnessing ServiceNow for maximum business value


The client is a leading provider of workplace furnishings and residential building products in the US. Their recognized family of global brands offers exceptional products and services for a wide range of workplace and residential applications.


The client sought to accelerate their digital transformation goals by streamlining their processes with automation by migrating to the ServiceNow platform. They were facing challenges that included:

  • Non-adherence to defined processes by business users
  • Non-adherence to best practices that hampered the process team during audits
  • Limited use of the Service Portal and knowledge management process by business users
  • Non-standardized asset life cycle process
  • Fragmented Management Information System /reporting and lack of foundational dashboards
  • Lack of proper integration with the IT service management (ITSM) tool


The Hexaware solution factored in an experience-centric approach to streamline processes and transform experiences. The automation-led roadmap leveraging proprietary frameworks, architectures, and solution accelerators involved:

  • Migrating 7500+ users to Microsoft Teams
  • Implementing cloud-based centralized call routing
  • Enhancing meeting room experiences with Microsoft-certified devices
  • Extensively using analytics and reporting for visibility into usage and spending patterns
  • Conducting comprehensive training workshops for expedited and widespread adoption
  • Enabling secure access to collaboration services on managed and unmanaged devices


~40% Productivity gains due to improvement in processes & user experience

9+ Integrations built with ServiceNow

5+ Employee lifecycle events

90% Inventory coverage using automated discovery


Our client was looking to fast-track their digital transformation needs by digitalizing enterprise-wide service management to enhance experiences and drive productivity. An elite ServiceNow partner, Hexaware, stepped in to help them move into the new with a seamless transition to the ServiceNow platform that helped them realize exponential value across their IT landscape.

With automation a key catalyst, the ServiceNow journey helped them streamline process efficiencies, fix issues with reporting, and reinvent their employee lifecycle management. The enhanced user experience helped improve productivity by more than 40%. We aligned the engagement with overall business goals and enabled the client to scale digital transformation at velocity.

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Ready to Pursue Opportunity?

Every outcome starts with a conversation