How Datamatics Transformed Service Management for a Global Leader

A global leader in door-opening solutions, the client is committed to enhancing security, safety, and convenience for end users worldwide. With a strong presence across major regions including Europe, North America, and Australia it holds a leading position in both mature and emerging markets. From high-performance entry systems to cutting-edge access control, the company sets the standard for innovation, ensuring seamless and secure experiences.

The Challenge: ITSM Visibility Bottlenecks

As a global leader in door-opening solutions, the client relied on a robust IT Service Management (ITSM) framework to support its vast operations. The company’s Chief Information Officer (CIO), ensuring seamless IT service management across global operations was a top priority.

The lack of customized reports and limited visibility into critical operational insights, making data-driven decision-making a challenge.

Without a scalable analytics framework, the CIO faced delays in identifying service inefficiencies, leading to longer resolution times and operational bottlenecks. To maintain its industry leadership and continue delivering secure, seamless experiences for customers worldwide, the client needed a robust solution one that would enhance real-time monitoring, improve reporting capabilities, and streamline ITSM operations.

The Solution: Enhanced ITSM Efficiency

Datamatics collaborated with the company to enhance its ServiceNow platform. By developing and optimizing key ITSM modules, Datamatics streamlined workflows, improved efficiency, and enabled real-time insights for better decision-making.

Datamatics redesigned and updated forms across the Incident Management, Request Fulfillment, Change Management, and Problem Management modules, ensuring seamless service request handling and issue resolution.

Additionally, Datamatics developed advanced performance analytics management reports, providing real-time visibility into key metrics. These enhancements empowered the client with data-driven decision-making capabilities, ensuring proactive issue resolution and continuous improvement.