What stood in the way
Service processes were siloed across regions for a ~4,000-user workforce, with no consistent self-service path and slow resolution times.
Case study
End-to-end ITSM implementation for a global mining major
A custom service catalog, reusable workflows, and SCCM/LDAP integration replaced siloed service processes for roughly 4,000 users across a multi-region mining operation.
- Client
- Global Mining & Natural Resources Major
- Services
- Implementation, Consulting
40%Faster service resolution
50%More self-service resolution
Our solution
What TeamBees built
ServiceNow Bees ran discovery and fit-gap workshops, then delivered an end-to-end ITSM implementation with a custom catalog, reusable workflows, and SCCM/LDAP integration.
- Implementation
- Consulting
How we delivered
The delivery path
- 01
Consulting
Discovery and fit-gap workshops across multiple regions and business units.
- 02
Architect
Custom catalog and reusable workflow design mapped to real process.
- 03
Engineer
SCCM/LDAP integration and ITSM configuration delivered in agile sprints.
- 04
Assure & Launch
UAT, training, and rollout across the ~4,000-user estate.
The results
What changed for the client
Service resolution accelerated and self-service resolution rate grew significantly across the multi-region estate.
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