Enterprise ITSM platform for Singapore's national trade union confederation
Singapore's national confederation of trade unions, representing hundreds of thousands of members across the Republic.
The challenge
Member-facing services and internal IT depended on a mix of inboxes, point tools and tribal process. Service quality was uneven across affiliated entities.
What was delivered
Designed the service taxonomy across the confederation and affiliated entities.
Stood up ServiceNow ITSM as the single front door for IT and selected back-office services.
Built role-based portals for staff and authorised users.
Embedded reporting that the operations team could run without IT help.
Outcomes
Consistent service experience across the confederation.
Faster resolution on the high-volume request types.
Operations leaders gained a live view of demand and capacity.
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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