Scaling Smart: A Case Study in Standardized ITSM for a Global Hospitality Brand

In any ServiceNow implementation, understanding the customer’s maturity level and expectations is critical. In a recent engagement with a globally recognized hospitality and entertainment brand, we learned the true value of delivering a streamlined, out-of-the-box (OOB) experience that met the client’s need for speed, stability, and scalability.

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The Customer: A Global Hospitality & Entertainment Leader

This customer operates across multiple continents with a strong presence in cafes, hotels, and entertainment venues. With rapid global operations, they needed a solution to standardize their IT processes while minimizing complexity and configuration sprawl.

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The Challenge: Standardization at Speed

The client was seeking a clean, scalable implementation of ServiceNow ITSM to unify and streamline IT operations across their global footprint. The key challenge was balancing rapid deployment with adherence to best practices, all while avoiding unnecessary customization.

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The Approach: Keep It Simple, Make It Scalable

We focused on delivering a core ServiceNow ITSM implementation using out-of-the-box capabilities. Our approach emphasized:

• Leveraging ServiceNow’s standard ITSM suite

• Minimal customization for a faster go-live

• Configuring essential modules including Incident, Change, Problem, and Request Management

By staying aligned with ServiceNow’s recommended practices and resisting the urge to over-engineer, we were able to deliver a stable foundation that would grow with their needs.

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Key Learnings

This project reinforced a powerful truth: simplicity drives value when paired with strategic alignment. While it can be tempting to tailor every detail, sometimes the best results come from embracing the platform’s strengths and allowing the solution to shine in its standard form.

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What Made the Project Successful?

• A deep understanding of the customer's operational needs

• Clear communication and agile collaboration

• A commitment to staying aligned with ServiceNow’s roadmap and best practices

• Prioritizing speed and scalability over complexity

The result? A successful deployment that delivered immediate value while setting the stage for future innovation.

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