ITSM consolidation off legacy and spreadsheets for a regional media group
A leading South-East Asian media and publishing group with newsrooms, broadcast operations and digital products serving millions of readers and viewers.
The challenge
IT support spanned legacy ticketing, spreadsheets and ad-hoc inboxes. Newsrooms expect 24x7 reliability. The operating model needed to look more like the audience expectations of a modern media business.
What was delivered
Stood up ServiceNow ITSM Pro as the single platform for incident, request, problem and change.
Designed a service catalogue around how newsroom and digital teams actually work, not generic IT categories.
Migrated history and active tickets off the legacy tools.
Built a service performance view leadership could trust day to day.
Outcomes
Mean time to resolution improved across priority services.
Self-service deflected a meaningful portion of repeat requests.
IT leadership moved from chasing reports to steering operations from a live view.
Delivered by Impactron team members in prior roles at global system integrators and product companies.
Meet the people who deliver outcomes like this.
Senior practitioners. Decades of hard-won expertise. Ready to talk.
Pratiksha Mathur
ServiceNow Technical Consultant
Reeman Mathur
ServiceNow Technical Consultant
Mohit Sharma
ServiceNow Developer
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