CASE STUDY · SERVICENOW

Automating high-volume service requests in ServiceNow

Redesigned request and approval workflows with automated fulfillment cut manual effort and gave employees a faster, more predictable service experience.

Industry

Healthcare

Scale

5,000+ employees · 12 request types · 4 fulfillment teams

Duration

10 weeks

Service

ServiceNow Automation

60%

of requests fulfilled automatically

85%

faster request fulfillment

2,400 hrs

of manual effort saved per year

95%

SLA attainment, up from 72%

THE CHALLENGE

Where things stood.

Common requests such as access, software, and onboarding tasks were routed by email and manual reassignment, with several hand-offs between teams.

Fulfillment times were unpredictable, SLA breaches were frequent, and service desk staff spent most of their time on repetitive work.

OUR APPROACH

How the engagement ran.

Delivered in phases with a weekly status review and a steering check-in at each milestone.

Weeks 1–2

Discover

Mapped current request flows, volumes, and hand-offs, and prioritized the request types with the highest automation value.

Weeks 3–6

Redesign & build

Built catalog items, Flow Designer workflows, and approval rules, with integrations to fulfill requests automatically where possible.

Weeks 7–8

Test

Ran end-to-end testing with fulfillment teams and refined routing, notifications, and exception handling.

Weeks 9–10

Launch & measure

Released in phases, trained administrators, and set up reporting on volume, fulfillment time, and SLA performance.

Technology stack.

ServiceNow

RESULTS

Before and after.

Measured against the baseline agreed at the start of the engagement.

Measure	Before	After
Average fulfillment time	~3 days	< 4 hours
Requests fulfilled without manual work	0%	60%
Manual touches per request	~5	1–2
SLA attainment	72%	95%
Service desk effort on routine requests	Baseline	2,400 hours saved per year

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