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Praval Technologies

Case study

Revamping IT service management for a global energy leader

Fragmented IT systems, manual workflows and slow incident resolution were dragging on productivity. Consolidating onto ServiceNow ITSM cut response times and gave employees visibility they never had.

Lower response times
30%Lower response timesFrom automated ticket routing, escalation and approvals

The challenge

The company ran IT service management across multiple disconnected tools.

Fragmented systems. Separate tools for incident management, asset tracking and problem resolution created inefficiency and made reporting difficult.

Manual workflows. Ticket routing, escalations and service request approvals were manual, producing slow responses and avoidable errors.

Limited transparency. Employees and customers had little visibility into request status, which turned every update into an inbound question.

What we built

A unified platform. All ITSM processes centralised on ServiceNow, with CRM, inventory and asset management connected rather than parallel.

Automated workflows. Routing, escalation and approvals automated, cutting response times by 30%.

Self-service and real-time analytics. A self-service portal so employees can resolve common issues independently, and custom dashboards that turn ticket data into something leadership can act on.

The result was fewer tools, faster resolution, and a service desk whose numbers finally described reality.

Recognise any of this in your own estate?

Start with the problem rather than the technology, and we will tell you honestly whether it is ours to solve.