Enterprise Service Management with ServiceNow

Enterprise service management for HCLTech

HCLTech transformed its IT operations, processes, security posture and experience with ServiceNow.

5 min 所要時間

Overview

HCLTech, a global technology leader with 226,000+ employees across 60 countries, continues to set benchmarks in IT transformation. Our commitment to delivering seamless, secure and scalable solutions has driven us to embrace an advanced Enterprise Service Management (ESM) journey. By integrating industry-leading tools with our vision, we aim to deliver differentiated experiences for our employees.

The Challenge

Becoming an experience-first organization

As a global organization, HCLTech identified the need to reimagine some of its internal services and create a unified, experience-first platform. Our goal was to break silos, enhance operational efficiency and elevate digital experiences for our employees. This vision required a scalable solution that aligned with HCLTech’s mission and values.

Setting new standards for employee experiences

At HCLTech, delivering differentiated experiences for employees and users is at the core of our mission. To achieve this, we set out to create an intelligent, scalable and secure ESM platform. This initiative was not just about adopting technology—it was about redefining how we operate. By integrating modernized workflows and adopting sustainable practices, we aligned our digital transformation goals with our vision of progress. The platform reflects HCLTech’s commitment to innovation, enabling seamless operations, improving employee satisfaction and unifying all enterprise services on a single platform. With everything consolidated in one place, employees no longer need to access multiple applications, creating a truly experience-first journey.

The Solution

Delivering secure, efficient and sustainable digital operations

To deliver seamless, contextual and personalized digital experiences, HCLTech selected ServiceNow as the platform of choice. Leveraging its robust capabilities, we launched a transformational journey to digitize and modernize business and operational processes.

This approach not only enhanced efficiency but also established a unified enterprise service platform, enabling employees to access everything they need from a single platform and improving their overall experience.

HCLTech has implemented multiple ServiceNow modules for its IT environment globally by adopting sustainable practices and optimizing operations. The modules are configured according to HCLTech’s best practices and proven operational framework and are designed to drive innovation, streamline processes and enhance security.

Key initiatives:

Enabling 226,000+ employees with advanced digital tools on one platform
Centralizing governance with AI and ML-powered insights
Integrating 300+ workflows across global operations

ServiceNow platform modules deployed:

IT Service Management
IT Operations Management
IT Asset Management
SecOps (Vulnerability Management)
Integrated Risk Management

The Impact

Delivering measurable value at scale

The implementation of streamlined processes delivered significant benefits across three core dimensions over twelve months.

Operational excellence:

14% reduction in average call handling time for service desk agents through UI optimization.
53% reduction in ticket volumes due to improved monitoring and alert correlations.
23% reduction in end-user incident tickets, despite a 5% increase in support base.
38% reduction in manual tasks through orchestration of business processes and workflow automation.
Robust configuration management database (CMDB) with high 90s for completeness, correctness and compliance scores.

Business resilience:

283% improvement in survey response rate, enabling more accurate measurement of employee sentiment.
23% reduction in operational costs due to automation-related efficiencies in asset management.
43% reduction in Priority 1 and Priority 2 ticket counts.
Fully integrated, centralized vulnerability management, improving security posture and reducing scan cycle frequency by 83%

Experience-centric outcomes:

Reduced downtime and efficient tools improved employee productivity by nearly 10%.
Personalized and contextual digital services unified into a single platform, making experiences more intuitive and efficient.

Through our innovative framework, ServiceNow’s capabilities and reimagined processes, we are driving holistic transformation. Short-term benefits have been realized, with more expected in the medium and long term. This journey continues to strengthen HCLTech’s position as a global IT leader focused on superior experiences, sustainability and operational excellence.

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.