ServiceNow ITSM Implementation | Industrial Services Provider

Elevating Customer Service for a Major Manufacturer

The Client

A nationally recognized industrial services provider, this client delivers a wide range of electrical construction, control systems, instrumentation, and operational technology (OT) services. Their footprint spans essential industries like food & beverage, agribusiness, and manufacturing, with a growing reputation for technical expertise and service excellence.

The Challenge

As the organization grew beyond its origins as an electrical contractor into a full-spectrum provider of construction, instrumentation, and OT services, its internal systems struggled to evolve at the same pace. The company had been relying on Cherwell for IT service management, but the platform was increasingly a source of setbacks. Manual workarounds became routine, inconsistent workflows, and inaccurate SLA reporting. Visibility into customer history and service performance was limited, making it difficult to deliver consistent, high-quality support.

These limitations were especially pronounced when it came to managing enhancement requests and long-lead initiatives. The Cherwell system lacked the flexibility to categorize or track this type of work accurately, leading to delays, reporting gaps, and frustration among internal stakeholders. Further compounding the issue was a non-negotiable deadline to retire Cherwell entirely in the upcoming year. 

The Engagement

When workarounds become the norm and metrics no longer reflect reality, it’s time to stop patching the past and start building for what’s next.

The organization’s leadership recognized that operational excellence and exceptional customer service would require a modern, scalable platform. Their priorities included streamlining service management processes, improving visibility into customer interactions, and deploying a system that could scale across both OT and enterprise IT. They also aimed to strengthen reporting accuracy—especially around SLA tracking for complex, long-lead work—and reduce manual, error-prone tasks through automation.

The company partnered with Beyond20 to implement ServiceNow CSM/TPSM, including a seamless integration with ITSM for cross-functional transparency. Together, we launched a solution that addressed existing pain points while laying the foundation for sustainable growth.

Highlights of the implementation:

• TPSM Core and Customer Service Management With ServiceNow’s Technology Provider Service Management (TPSM) and Customer Service Management (CSM) modules, the organization gained standardized workflows for incident, problem, change, and major incident management. These updates aligned the company’s internal processes with industry best practices.
  
• Improved Customer Support Technology A new Customer Service Portal and Customer Service Workspace gave support agents better access to case history and enhanced tools for real-time support and collaboration.
  
• Accurate Service Tracking SLA tracking was redefined to better accommodate enhancement requests, feature delays, and external factors like part availability—helping the business finally get accurate service metrics.
  
• Automation of Manual Tasks Time tracking, job code synchronization, and communications monitoring were all streamlined through automation, reducing error rates and improving overall efficiency.
  
• CSM and ITSM Integration
  Beyond20 helped develop a robust integration that unified the organization’s customer service and IT operations, delivering visibility and accountability across departments.

The Result

Before the transition, teams were bogged down by manual processes, unreliable metrics, and limited visibility into customer needs, making it difficult to scale or confidently deliver high-quality service. With ServiceNow in place, the organization has transformed how it delivers value to both internal and external stakeholders.

Today, service teams operate with clear, consistent processes. SLA tracking reflects true service performance–no more guessing. Customer interactions are fully visible in a centralized workspace, empowering support agents to respond faster and more effectively. Time tracking and job synchronization no longer require manual rework, freeing up staff to focus on higher-value tasks.

Perhaps most importantly, the organization has shifted from a reactive service model to one that is proactive, agile, and insight-driven. With a scalable platform managing its operations, the company is well positioned not only to support its current growth but to lead with a smarter, more connected approach to service delivery.