IT Transformation with ServiceNow

Elevate your IT services with Genpact and ServiceNow

IT services that meet the needs of your employees and customers

IT services teams are being asked to play a strategic role, but challenges differ depending on IT Service Management (ITSM) maturity levels. Whether your organization lacks an ITSM tool, struggles with poorly implemented solutions, or seeks to expand a well-established framework with agentic AI solutions, Genpact’s targeted, scalable IT solutions with ServiceNow can solve these challenges and drive operational excellence.

Genpact offers bespoke ITSM solutions for organizations at every stage of maturity.

We work with ServiceNow to use agentic AI for IT incident summaries and insights to reduce manual work and boost productivity.

Companies could resolve IT queries up to

50%

faster with Genpact and ServiceNow

A centralized system for tracking IT assets helps manage spending on hardware, software, and cloud resources.

Companies using our solution saw up to

30%

reduction in IT spend thanks to better controls

Our platform requires minimal configuration and uses process automation to improve IT service management (ITSM).

Companies using our solution spent up to

30%

less time and money on ITSM implementation

Simplified workflows, automated processes, and real-time data improve resource allocation and performance.

Companies using our solution saw a

25%

improvement in ITSM efficiency

Overcome legacy systems, unreliable data, and limited visibility

Our approach to IT transformation solves some of the biggest problems facing IT leaders, including:

 

  • Legacy systems hindering service delivery and data-driven decision-making

  • No central data repository for configuration items (CIs)

  • Limited infrastructure visibility straining critical business services

  • No centralized system for managing hardware and software

  • Noncompliant software licenses posing legal, financial, and operational risks

Targeted ITSM solutions for all maturity levels

Our IT services solutions combine ServiceNow offerings with Genpact's deep expertise to meet the unique needs of organizations at different ITSM maturity levels:

 

  • Orgs without ITSM or Using Legacy Tools: Transition from manual or outdated processes to standardized, efficient ITSM.

  • Poorly Implemented ITSM: Address technical debt, improve user adoption, and unlock the full potential of ServiceNow.

  • Well-Implemented ITSM: Expand your IT service capabilities with advanced integrations, AI, and innovation-driven strategies.

 

Whether modernizing legacy systems, optimizing poorly implemented platforms, or scaling well-developed IT frameworks, we deliver agile and impactful solutions fueled by AI and automation.

ServiceNow and Genpact: A partnership for better IT services

Our IT services combine ServiceNow offerings with Genpact's digital accelerators and expertise to deliver agile, fast, and data-driven IT services for every industry.

 

We offer flexible, scalable, and user-friendly IT solutions that seamlessly integrate with existing systems. Our approach can improve IT service management (ITSM), IT operations management (ITOM), and IT asset management (ITAM).

The five pillars of our IT management

  1. Rapid ServiceNow ITSM deployment: Discover standardized processes and workflows

  2. A reliable CI repository: Thanks to a configuration management database (CMDB) aligned to ServiceNow's Common Service Data Model (CSDM) 5.0

  3. Resource mapping: Get full visibility into IT infrastructure

  4. Expense oversight: Create a centralized system for asset management from acquisition to disposal

  5. Comprehensive compliance: Build a unified platform for improved software license compliance

A digital accelerator to speed up transformation

We streamline ServiceNow implementation with our digital accelerator, GENNOW, which provides:

 

  • A ready-made platform requiring minimal configuration

  • Process automation to improve ITSM

  • Configurable workflows and user experiences to meet your needs

  • Built-in policies and guidelines for safe, secure, and compliant usage

  • A time and money saving of up to 50% spent on implementation

  • A self-service portal to empower employees

  • Standardized CMDB and CSDM 5.0 to maintain data quality

Discover the power of AI

Agentic AI is transforming the way we work. Alongside ServiceNow, we use agentic AI to improve IT operations and employee experiences with:

 

  • Case summarization: Get incident summaries and insights to reduce manual work and improve employee productivity

  • Self-service experiences: Generate human-like responses to support employees and improve time to resolution

  • Content creation: Save time and effort with automated content creation, including summaries of live chats and resolution notes

IT transformation for a pharma leader

We partnered with a pharmaceutical company to improve its IT service management using ServiceNow's solutions to create a multilingual IT helpdesk and full visibility into IT operations. We also automated the ingestion of software usage data and connected it to internal systems. ITSM efficiency improved by up to 25%, and ITAM now provides full visibility of hardware and software issues for faster decision-making.

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