The hospitality provider had outgrown its outsourced ITSM setup. The legacy platform could no longer scale to meet the demands of a growing, multi-regional chain and left the IT function without sufficient control or visibility.

The project faced several key challenges. The existing outsourced ITSM tool lacked the scalability and flexibility required to meet the organisation’s growing needs, creating operational limitations.

In addition, there was limited internal ownership of platform governance and roadmap development, which restricted the ability to align IT service delivery with strategic business objectives.

Finally, there was an urgent requirement to transition to a more robust enterprise platform ahead of the peak summer season, ensuring resilience and stability during a critical period of high demand.

Konversational led a full-scale implementation of ServiceNow ITSM, shifting ownership back to the internal IT team while ensuring continuity for end users. The programme delivered core ITSM capabilities across Incident, Change, Request, Asset Management, and Major Incident workflows, establishing a consistent and robust service delivery model.

To enhance user experience, Knowledge and Self-Service were introduced through a dual-facing Knowledge Base and a Self-Service portal. These capabilities empowered employees to resolve issues independently, improving efficiency and reducing demand on service desk resources.

System integration was achieved via ServiceNow Integration Hub, with SCC connectivity complemented by directory and email integrations, ensuring seamless interoperability across the wider IT landscape.

A comprehensive approach to testing and hypercare supported the rollout. This included managed UAT cycles, defect triage, remediation, and targeted enhancements to deliver a stable and effective platform.

In addition, workshops and roadmap activities were delivered, covering CMDB design, Joiner–Mover–Leaver processes, and Contract Management. Konversational also facilitated roadmap definition to guide future development and adoption, aligning platform growth with business objectives.

Following the initial rollout, the organisation was transitioned into a Managed Services with Continuous Improvement model. This ensures that the platform continues to evolve in line with business priorities, providing proactive support, expert guidance, and a structured pathway to scale ServiceNow capabilities, including the adoption of AI-driven innovation.

The project successfully transitioned the organisation from a fully outsourced ITSM model to an in-sourced ServiceNow platform, providing full ownership and control of IT operations. Delivered ahead of the peak summer season, the rollout ensured operational readiness and stability during the busiest time of year.

The implementation delivered tangible outcomes. Incident resolution times were reduced through streamlined workflows and intelligent routing, while change governance was improved, enabling faster and safer approvals with greater transparency. Operational efficiency increased by automating repetitive service tasks and optimising request fulfilment, freeing resources to focus on higher-value activities.

Employees were further empowered through a dual-facing Knowledge Base and self-service portal, driving higher adoption rates and improved satisfaction. At the same time, seamless integrations with SCC and core IT systems enhanced data accuracy and cross-platform efficiency, ensuring a more connected and resilient IT landscape.

To guarantee long-term success, the organisation was transitioned into a Managed Services with Continuous Improvement model. This approach sustains platform value, matures ITSM capabilities, and provides a clear pathway towards AI-driven innovation.

Through Konversational’s delivery and ongoing Managed Services partnership, this hospitality leader now operates on a scalable ITSM foundation aligned to business priorities, a future-proof platform designed for growth, resilience, and AI-powered transformation.