A leading media group with operations in the publishing of newspapers, magazines, and books in Singapore and Asia.

SPH Media Group encountered hurdles with its IT Service Management (ITSM) due to dispersed processes and systems. This fragmentation resulted in incomplete, inaccurate, and outdated data. Additionally, the reliance on manual, repetitive tasks, paper-based processes, email, and disconnected legacy systems led to inefficiencies, increased time consumption, and elevated costs.

Introducing ITSM Pro as a response to SPH Media Group's challenges, SGITAL and ServiceNow orchestrated a transformative shift, to centralize services via a streamlined Employee Center Portal. This initiative seamlessly integrated 37 workflows across five business units, elevating overall efficiency and connectivity.

Implemented ITSM Pro to centralize services with a one-stop Employee Center Portal, achieving seamless integration with third-party systems like Jira, SolarWinds, and Workspace One. Successfully recommended and implemented Virtual Agent, Performance Analytics, Mobile apps, and portal enhancements, facilitating deeper engagement and extracting maximum value from ITSM Pro.

Under SGITAL's GoAI framework, we paved the way for potential IT Operations Management (ITOM) implementation, incorporating Predictive Intelligence AIOps, CMDB, and asset management integration, with a targeted completion by Q2 2024. We also recommended IRM to the risk management team, presented with ServiceNow sales, and suggested AI Search as the next steps.