Results our clients sign off on
Every case below is a real ServiceNow engagement with metrics reviewed by the client. Names withheld under NDA — references available during procurement.
Private bank consolidates four ITSM tools; MTTR down 38%
Challenge. A top-10 Indian private bank ran Remedy, Jira Service Management and two homegrown trackers — no single view of incidents touching payment services.
Solution. SMAITS consolidated all four onto one ServiceNow instance in 16 weeks: out-of-box ITSM, risk-scored change, Service Mapping for the top 20 banking services and RBI-ready reporting.
Results
- MTTR for P1/P2 incidents down 38% in six months
- Change-related incidents reduced 52% with risk-scored approvals
- Audit evidence pulls now self-service — zero engineer hours per audit
- 4 tools retired; licensing and support costs down 29%
Global manufacturer takes CMDB from graveyard to 96% coverage
Challenge. A 22-plant manufacturer had 118,000 CIs, an estimated 40% stale or duplicated — every impact analysis was a meeting, every audit a scramble.
Solution. A 10-week CMDB rescue re-architected the data on CSDM, tuned IRE reconciliation rules, deployed Discovery across IT and passive patterns for OT, and stood up Health Guard governance.
Results
- Discovery-backed coverage reached 96%; health score 94%
- 83% of duplicate CIs eliminated with full audit trail
- Impact analysis time cut from hours to a lookup
- OT assets visible in CMDB without a single active scan of plant networks
Marketplace survives festival peak with major-incident automation
Challenge. A fast-growing e-commerce marketplace lost an estimated ₹40 crore the previous festival season, with war rooms assembled by phone tree.
Solution. SMAITS implemented Event Management correlation across their monitoring stack, service-mapped the checkout chain, and automated major-incident choreography — detection to war room in minutes.
Results
- Alert noise down 78%; on-call engineers trust the queue again
- Major-incident assembly time cut from 40+ minutes to under 5
- Festival peak: 2 P1s, both resolved within SLA, zero revenue-hour loss
- Post-incident reviews generated on-platform with full timelines
Hospital chain gives 14,000 employees one front door
Challenge. A 9-hospital network ran HR requests over email, IT over an aging tool, and facilities over phone calls — new clinicians waited days for system access.
Solution. SMAITS implemented HRSD with Employee Center Pro as the single portal, lifecycle journeys orchestrating HR-IT-facilities onboarding, and Workday integration keeping data in sync.
Results
- Clinical onboarding: access ready on day one for 94% of joiners
- 60% of HR queries deflected to self-service and knowledge
- Employee portal satisfaction 4.5/5 within two quarters
- HR case handling time down 44% with COE routing
Insurer cuts critical vulnerability remediation time 72%
Challenge. A life insurer's security team exported scanner findings to spreadsheets monthly; critical vulnerabilities averaged 45 days to remediation with no ownership trail.
Solution. SMAITS implemented Vulnerability Response integrated with Tenable, prioritized by CMDB asset criticality, with remediation SLAs, exception workflows and executive risk dashboards.
Results
- Critical vulnerability remediation: 45 days to 12.5 days (−72%)
- 100% of findings carry named ownership and SLA clocks
- Exception decisions documented with risk acceptance workflow
- Board risk reporting automated from live platform data
Plant equipment uptime lifted with Field Service Management
Challenge. An industrial equipment maker dispatched 300 technicians via spreadsheets and calls; first-visit fix rates languished below 60%.
Solution. SMAITS implemented FSM with skills-based routing, parts inventory integration with SAP, mobile work orders and customer-visible appointment tracking.
Results
- First-visit fix rate up from 58% to 89%
- Technician utilization improved 23% with optimized scheduling
- Customer-visible ETAs cut 'where is my engineer' calls by 70%
- Warranty and billable work now cleanly separated for finance
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