From Fragmentation to Foundation: Unifying ITSM-Utility
A leading utility company is undergoing a transformative journey to deliver safe, reliable, affordable, and sustainable clean energy to millions of customers. With a family of operating companies providing electricity and natural gas services, the organization is committed to operational excellence—anchored in safety, reliability, customer satisfaction, and efficiency.
The Challenge: Disparate Systems, Disjointed Processes
For years, the company relied on a patchwork of homegrown and commercial-off-the-shelf legacy systems. Each operating company had developed its own standards and processes, supported by redundant platforms that operated in silos. While these systems sustained day-to-day operations, they posed significant barriers to integration, scalability, and modernization.
Key pain points included:
- Inconsistent IT service management (ITSM) across business units
- Lack of a unified platform for a seamless user experience
- Difficulty integrating legacy tools with modern enterprise technologies
- Impending end-of-life for the existing ITSM platform, creating urgency for change
These challenges hindered the company’s ability to deliver consistent, efficient IT services and threatened its long-term strategic goals.
Strategic Goals
To support future growth and innovation, the company aimed to:
- Consolidate ITSM systems across all operating companies
- Standardize processes and improve service delivery
- Enhance user experience and operational visibility
- Build a scalable, modern enterprise platform
The Solution: ServiceNow Implementation with Logitika
The company chose to extend its partnership with Logitika and selected ServiceNow as the enterprise ITSM platform. To lead the transformation, they partnered with Logitika, a trusted strategic ally with deep expertise in legacy systems and ServiceNow implementation.
Why Logitika?
- 8+ years of strategic partnership
- Embedded teams supporting legacy ITSM since 2018
- Proven ServiceNow practice with technical and business consultants
- Deep understanding of the company’s operational landscape
Implementation Highlights
Logitika’s ServiceNow practice team collaborated with the company to deliver:
- Program Leadership: Oversight and governance to ensure alignment with strategic goals
- Technical Consulting: Configuration and deployment of ServiceNow modules
- Business Process Transformation: Redesign of workflows to align with best practices
Key ITSM Features Delivered
Feature Benefit
Incident & Problem Mgmt Faster resolution and root cause analysis
Change Management Controlled and auditable change processes
Service Catalog Streamlined service requests and fulfillment
Knowledge Management Centralized access to support documentation
CMDB Integration Improved asset visibility and impact analysis
Results & Impact
The ServiceNow implementation marked a turning point in the company’s digital transformation:
- ✅ Unified ITSM platform across all operating companies
- ✅ Standardized processes and improved service consistency
- ✅ Enhanced user experience and self-service capabilities
- ✅ Scalable foundation for future innovation and automation
Conclusion
By consolidating fragmented systems and aligning processes under a single enterprise platform, the utility company unlocked new levels of efficiency, reliability, and customer satisfaction. The partnership with Logitika and the adoption of ServiceNow positioned the organization for long-term success in a rapidly evolving energy landscape.
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