ServiceNow Streamlines IT and HR Services for 2,400+ Manufacturing Employees
Automated ITSM Workflows | Self-Service Portals | Automated Onboarding
At a Glance
| Industry | Manufacturing |
|---|---|
| Location | Operations across three continents |
| Services | ServiceNow ITSM Implementation, HR Service Delivery, Self-Service Portal Deployment, Onboarding Automation, Active Directory & SAP Integration |
| Challenge | Outdated, manual IT processes, a scattered onboarding experience, and no real-time visibility into how the environment was actually running. |
| Solution | Automated incident, problem, and change management with ServiceNow ITSM, built self-service portals, and designed onboarding workflows integrated with Active Directory and SAP. |
| Key Result | Cut incident resolution time by 40% and onboarding time by 60% across 2,400+ employees on three continents. |
About the Client
The client is a mid-sized manufacturing company known for delivering customized industrial machinery to industries like construction and automotive, with more than 2,400 employees spread across three continents.
The Challenge
The company came to Aegis Softtech running IT operations that hadn't kept pace with how much it had grown — outdated systems slowing down IT, an onboarding process nobody could predict, and no real read on where things were actually breaking down.
- Outdated, Manual IT Processes: Incident, problem, and change management all ran through manual steps, so resolving even a routine issue took longer than it should have.
- Inconsistent Onboarding: Account setup, hardware, and system access depended entirely on who was handling a given hire that week — no two new employees started the same way.
- No Real-Time Visibility: Leadership had no dashboard to check — just fragments of information scattered across systems that never quite added up to a full picture.
- Growing Scale Without a Scalable System: With 2,400+ employees across three continents, manual processes that used to just barely work were starting to break down entirely.
Solution We Delivered
Aegis Softtech chose to implement ServiceNow after a thorough assessment of the company's IT operational challenges. Each part of the engagement addressed a specific gap identified in the requirement phase.
Automated ITSM Workflows
We automated incident, problem, and change management processes using ServiceNow ITSM, so issues moved through resolution without manual handoffs slowing every step down.
Self-Service Portals
Employees can now submit and track their own requests directly, instead of waiting on IT to pick up a ticket and get back to them.
Automated Onboarding Workflows
Account creation, hardware allocation, and system access now run through a single onboarding workflow — new hires get set up the same way, every time, regardless of who's managing it that week.
Active Directory, SAP, and Teams Integration
We connected ServiceNow with the tools already running the business — Active Directory, SAP ERP, and Microsoft Teams — so data moved between systems instead of getting re-entered by hand.
Real-Time Dashboards
Performance Analytics dashboards now track service metrics and KPIs live, replacing the fragmented reporting that used to leave leadership guessing where things stood.
Training and Adoption Support
The Aegis Softtech team ran extensive training sessions across departments, so the new workflows stuck rather than getting quietly abandoned for old habits.
The Results
The client saw the following outcomes:
- Incident Resolution Time: Dropped 40% as automated ITSM workflows replaced the manual steps that used to slow every issue down.
- Onboarding Time: Fell 60%, getting new hires productive faster instead of leaving them stuck waiting on setup.
- Employee Satisfaction: Rose 30%, driven by faster support and an onboarding process that finally felt consistent.
- Operational Visibility: Real-time dashboards gave leadership actionable insight into service metrics, instead of scattered fragments that never quite lined up.
- Scalability: The system now supports continued growth across three continents without adding operational overhead to keep up with it.
Technology Stack
- ServiceNow ITSM
- ServiceNow HR Service Delivery
- Performance Analytics
- Active Directory
- Microsoft Teams
- SAP ERP
- ServiceNow Studio
- APIs
Is Your IT Environment Ready to Scale With Your Business?
Aegis Softtech helped this manufacturing leader move from outdated, manual IT processes to fast resolution and real-time visibility across three continents. Our ServiceNow consulting work does the same for manufacturing companies looking to modernize IT operations without disrupting the business running on top of them.
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*Client identity is confidential. Project details are presented without identifying information.*