Black & Veatch, an engineering, procurement, and construction company specializes in infrastructure development for data centers, government projects, industries and manufacturing, mining, oil and gas, power, telecommunications, transportation, and water utilities.
The company was challenged by its service management process due to inconsistent processes and workflows across a heterogeneous technology landscape.
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Infosys implemented a proprietary Enterprise Service Management (ESM) Café solution on the ServiceNow platform with a self-service portal and service catalog. Our team reinforced the IT Service Management (ITSM) platform with ITIL processes.
Our solution transformed incident and change management, problem management, knowledge management, asset management, procurement, onboarding / offboarding, and security operations.
Implemented a suite of ServiceNow products:
Improved platform readiness by accelerating implementation time by 50%
Reduced network issues by 90% through incident insights based on problem correlation
20% volume deflection through self-service
25% reduction in mean-time-to-repair (MTTR)