Transforming the IT Service Experience Using ServiceNow-enabled Service Management

A leading supplier of innovative iGaming content — with 1,300+ proprietary games, 40+ in-house and partnered studios, and a distribution channel servicing 600+ branded websites — faced difficulties with frequent IT glitches and low employee productivity. Zensar and ServiceNow tailored a strategy to enable self-service of IT requests and incident logging; refine dashboards and reports; and replace an unstructured, communications-based process with an automated system. The resulting solution delivered a single system of records, seamless integration of multiple tools, a well-designed service catalog and self-service portal, and enhanced user experience.

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