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

The business relied on basic service management capabilities and operated with siloed, legacy systems, resulting in ITSM processes scattered across multiple platforms and spreadsheets. This led to incomplete, inaccurate, and outdated data. Manual, repetitive work, paper-based processes, email, and disconnected legacy systems made basic tasks time-consuming, costly, and inefficient.

By implementing ServiceNow® IT Service Management Pro, we consolidated the legacy environment onto a single portal, providing staff with a unified access point on their phone, tablet, or laptop to access support services, complete tasks, and search for knowledge articles. We also standardized IT service processes, which reduced staff workloads and enhanced overall productivity and employee experience.

The implementation of a one-stop Employee Center Portal connected employees through a single mobile app tailored to their needs. It supported 37 IT workflows across various business units and included streamlined employee onboarding and clearance processes.