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.

Key Challenges

  • Lack of transparency and real-time business insights resulted in high incident volume and IT inefficiencies
  • Escalation in overheads and costs due to inefficient resource allocation

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The Solution

Infosys accelerated ServiceNow implementation with a pre-configured solution to effect a digital transformation

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.

ServiceNow solution enhanced responsiveness and turnaround time

Implemented a suite of ServiceNow products:

  • ServiceNow IT Service Management
  • ServiceNow IT Operations Management
  • ServiceNow Security Operations
  • ServiceNow Software Asset


Road centrelines

Improved platform readiness by accelerating implementation time by 50%

Road edges

Reduced network issues by 90% through incident insights based on problem correlation

Road centrelines

20% volume deflection through self-service

Road edges

25% reduction in mean-time-to-repair (MTTR)