How We Standardized IT
Service Management Across
European Retail Operations
What was
the goal?
Key details
Retail
IT Service Management / Employee Self-Service
Europe
Fast-growing European retail company
Our client is a European retail company specializing in affordable clothing, homeware, and everyday products. The organization operates thousands of stores across multiple countries and serves millions of customers across Central and Eastern Europe.
What was the challenge?
Before the project, the client lacked a standardized ITSM platform, which led to inconsistent processes across regions. There was limited visibility and control over incident, problem, and change management. Communication with external vendors was fragmented, which slowed down incident handling.
Employees also lacked a centralized, user-friendly portal and consistent service catalog. Knowledge management maturity was low, and multilingual support was needed across many European markets.
How did we help?
SPOC supported the client in implementing a comprehensive ServiceNow ITSM model focused on standardization, usability, and maintainability.
- ITSM Process Configuration ITSM Process Configuration
We configured Incident, Problem, and Change Management using ServiceNow best practices and near out-of-the-box capabilities.
- Vendor Integration
We implemented an integration with Diebold to support incident data exchange related to managed assets and improve external vendor collaboration.
- Service Portal and Catalog Implementation
We designed and deployed a branded Service Portal and built a comprehensive Service Catalog with catalog items, record producers, auto-assignment logic, and approval workflows.
- Knowledge and Multilingual Support
We implemented Knowledge Management and translated the portal and catalog into 11 languages to support users across multiple European countries.
What were the results?
The implementation created a standardized ITSM environment across regions, with structured processes for incidents, problems, changes, knowledge, and service requests. Employees gained a clean, branded, multilingual portal and a more consistent way to request services, while IT teams improved visibility, governance, and vendor-related incident handling.
What was the impact?
The implementation helped the client:
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