Case Study Details
Modernizing IT with ServiceNow: A Pipeline Industry Transformation
The Client, a Canada-based Oil and Gas major, is a leading pipeline system transporting energy products to the West Coast. As a critical link in Canada’s energy infrastructure, they required a modernized IT framework to ensure safety and operational excellence.
The Challenge
The client struggled with legacy on-prem tools that provided poor visibility and lacked self-service options. Uncoordinated processes and unclear role definitions hindered productivity and reduced overall operational agility.
- Poor visibility and data inaccuracy in legacy tools
- Fragmented workflows and inconsistent decision-making
- Lack of efficient self-service for common requests
- Inadequate oversight of IT assets and configurations
The Solution: ServiceNow ITSM, ITOM & ITAM
Aelum implemented a comprehensive digital transformation using ServiceNow ITSM, ITOM, and ITAM. This included a centralized service catalog with 50+ items, custom dashboards, and Virtual Agent for automated conversational support.
The Outcomes
The transition resulted in significant business improvements, reducing manual effort and positioning the client for long-term strategic growth.
- 93% CSAT (Customer Satisfaction Score)
- 75% Increase in Self-Service adoption
- 50% Increase in NPS Score
- Reduced Downtime & Enhanced Productivity
- Lowered Operational Costs via optimized asset management
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