For years, Castlelake operated within a fragmented outsourced model. Multiple vendors each maintained their own systems, making it impossible to achieve a consolidated view of services. Incident volumes, resolution times, and accountability were opaque, while the absence of a proper configuration management database forced teams to rely on spreadsheets to manage assets.

This reliance on manual, disconnected systems left Castlelake exposed to inefficiencies and risk. Without governance or traceability across support services, strategic decision-making was hindered, and the organisation struggled to deliver a consistent service experience to employees and customers alike.

Konversational delivered a comprehensive transformation by consolidating support services onto the ServiceNow platform and enabling CSM Professional and ITOM capabilities.

The programme began with the implementation of a real-time CMDB through ServiceNow Discovery, replacing manual asset tracking and creating a trusted source of truth. ITOM processes for incident, problem, and change management were introduced, embedding structure, accountability, and governance across IT and business functions.

On the customer service side, Castlelake adopted CSM Professional, enabling case management for its Air Data operations. Dynamic Translation was configured to support multilingual services, while new catalog items and taxonomy updates improved clarity and accessibility of support offerings. A branded Employee Centre portal gave employees and customers a modern, intuitive self-service experience.

ServiceNow was also integrated with Castlelake’s wider technology ecosystem: Azure Active Directory for single sign-on, Azure Endpoint Manager for device policy control, Microsoft Teams and Office 365 for collaboration, Sentinel for security, and Accenture’s ServiceNow for seamless case-level e-bonding.

Finally, the engagement was extended through a Managed Service. This included quarterly service and architecture reviews, patching, upgrades, performance monitoring, and day-to-day administration. With this structure in place, Castlelake benefited not just from a successful implementation, but from an ongoing governance and optimisation framework.

The transformation enabled Castlelake to retire its fragmented outsourced model and gain full control of its support environment. A single platform now provides visibility across IT, HR, Finance, customer service, and project support. Automated workflows and AI-powered routing reduced manual effort and freed teams to focus on higher-value initiatives.

The dynamic CMDB strengthened data accuracy and compliance, ensuring leadership could make informed decisions with confidence. Predictive analytics and proactive monitoring improved service quality by identifying bottlenecks before they escalated. At the same time, employees and customers experienced tangible improvements through faster resolution times, multilingual case handling, and a modern, branded self-service portal.

Crucially, with Konversational’s Managed Service, Castlelake continues to benefit from quarterly governance reviews, platform health checks, and ongoing optimisation. This long-term partnership ensures the ServiceNow platform evolves alongside business needs, future-proofing Castlelake’s operations.