Enterprise Service Management with ServiceNow

Enterprise service management for HCLTech

Transforming operations, processes, security and experiences with ServiceNow

5 min read

Overview

HCLTech is a global technology company, home to more than 226,600 people across 60 countries — continues to advance digital transformation. With a commitment to delivering seamless, secure and scalable internal experiences, we initiated an enterprise service management (ESM) transformation.

The goal: build a unified, intelligent, experience-first platform that enables employees, strengthens operations and reinforces our mission of Progress™.

The Challenge

Becoming an experience-first enterprise

As a rapidly growing global organization, we saw an opportunity to modernize internal services and break operational silos. The intent was to enhance digital experiences, simplify access to services and create a scalable platform aligned with our values of innovation, efficiency and sustainability.

Leading with transformation

Our internal transformation vision centered on delivering exceptional digital experiences for every employee. This required more than implementing tools — it meant reimagining how enterprise services operate.

By consolidating services and modernizing workflows, we created a single, unified platform where employees could access everything they need — without switching between multiple applications.

The Solution

Driving secure, efficient and sustainable digital operations

ServiceNow was selected as the strategic platform to deliver contextual, intelligent and efficient digital experiences. We digitized and modernized business processes globally, establishing a cohesive and scalable enterprise service platform.

Key initiatives

Unified digital access for 226,000+ employees
Centralized governance enhanced by AI/ML-powered insights
Seamless integration of 300+ global workflows

ServiceNow modules implemented

IT Service Management (ITSM)
IT Operations Management (ITOM)
IT Asset Management (ITAM)
SecOps – Vulnerability Management
Integrated Risk Management (IRM)

Configured using our proven frameworks, these modules established a secure, scalable and innovation-driven digital operations backbone.

The Impact

Driving measurable value

Delivered over nine months, the new enterprise service platform generated high-value outcomes across three dimensions:

Operational excellence

14% reduction in Service Desk handling time through UI optimization
53% reduction in ticket volumes via smarter monitoring and alert correlation
23% reduction in end-user incident tickets despite a 5% increase in user base
38% reduction in manual tasks with advanced automation and orchestration
CMDB completeness, correctness and compliance in the high 90% range

Business resilience

283% increase in survey responses, enabling clearer experience measurement
94% of laptops issued on Day 1, boosting employee productivity and onboarding experience
23% reduction in operational costs from asset-management automation
43% decrease in Priority 1 and 2 incidents
Centralized vulnerability management reduced scan cycles by 83%, improving security posture

Experience-centric outcomes

Nearly 10% increase in employee productivity through reduced downtime and better tools
Personalized and contextual services consolidated into one intuitive platform
Significantly improved digital experience and reduced internal friction

Conclusion

Our enterprise-wide transformation demonstrates the value of combining ServiceNow’s capabilities with an innovation-first mindset.

Through unified processes, intelligent automation and experience-centric design, we continue to strengthen our position as a global digital leader — delivering sustainable, secure and superior experiences for our employees.