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Reinventing Service Delivery: Brightsolid’s Journey with ServiceNow
/ introduction
Simplifying Service. Scaling Experience.
Brightsolid, a leading hybrid cloud service provider based in Scotland, delivers secure, hybrid cloud and IT solutions to public and private sector organizations. Known for its focus on simplicity, transparency, and people-led service, Brightsolid sought to modernize its support operations to enhance customer experience without adding complexity. Facing challenges from legacy systems, manual workflows, and siloed processes, the company partnered with Konversational to implement a new, scalable, AI-ready ServiceNow platform.
In just 12 weeks, Brightsolid introduced core capabilities across ITSM, ITOM, Knowledge Management, and Performance Analytics. With a streamlined architecture, unified data, and simplified workflows, Brightsolid has built a new service model that reflects its culture: smart, simple, and human.
/ Company
/ service
/ industry
Service Provider
/ location
Scotland
/ people
250+ employees
/ product
ITSM, ITOM, SecOps, CSM, Managed Services
Project at a glance
- 12-week deployment of ServiceNow core modules, including ITSM, ITOM, Knowledge Management, and Performance Analytics
- Automated incident management and self-service workflows, reducing resolution times and increasing customer satisfaction
- Internal employee portal launched to streamline service requests and improve operational efficiency
- CMDB and ITOM Discovery for enhanced visibility and asset management across cloud and on-prem environments
- Ongoing Managed Services agreement to ensure continuous platform optimization and long-term scalability
30%
reduction in incident response
40%
increase in self-service
50%
faster incident resolution
/ challenge
Breaking Down Barriers to Scalable Service Excellence
Brightsolid needed to scale its services and customer base while maintaining high service standards, but its reliance on fragmented, legacy systems and manual workflows caused major operational inefficiencies. The lack of unified visibility across multi-cloud and on-prem environments, inconsistent service management, high compliance risks, limited automation, and reactive operations prevented the company from scaling effectively and delivering consistently high-quality service. To achieve its aggressive growth goals, Brightsolid required a unified, AI-powered platform to streamline operations, enhance service delivery, and drive proactive, data-driven growth.
/ solution
Building a Scalable, Future-Ready Service Platform
To address Brightsolid’s challenges and enable scalable growth, Konversational implemented ServiceNow as the core service management platform, modernizing service delivery, automating workflows, and providing real-time insights for better decision-making. The solution delivered a scalable foundation by deploying core ITSM modules (Incident, Problem, and Change Management), ITOM Discovery and CMDB for infrastructure visibility, Knowledge Management for faster issue resolution, Performance Analytics for service improvements, and a Service Catalog for self-service capabilities — all within 12 weeks.
Post go-live, Konversational continues to support Brightsolid through a Managed Services agreement focused on ongoing optimization, platform health monitoring, governance, change enablement, and real-time performance tracking, ensuring the platform evolves alongside Brightsolid’s ambitions for GenAI-driven workflows, XaaS expansion, and future CSM Pro deployment.
/ results
Boosts Service Performance and Future-Proofs Operations
Brightsolid’s transformation delivered immediate and measurable improvements, including a 30% reduction in incident response times through automation and workflow visibility, real-time infrastructure insights via ITOM Discovery and a centralised CMDB, and a 40% increase in self-service requests thanks to an enhanced employee portal and knowledge management.
The implementation of ServiceNow established a scalable platform to support Brightsolid’s transition to Everything-as-a-Service (XaaS) and future expansion of CSM Pro. With a Managed Services agreement in place, ongoing optimization and system enhancements ensure continuous service improvement. In just 12 weeks, Brightsolid achieved operational agility, enhanced customer experience, and a scalable foundation for long-term growth.
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Testimonial
"Introducing ServiceNow has transformed how we deliver service at Brightsolid. Our customer-facing portal empowers customers to log and track their tickets with full transparency, freeing our team to focus on faster issue resolution. The platform’s AI-driven discovery capabilities also centralize critical information, significantly improving efficiency and visibility. This investment will shorten ticket lifecycles, streamline announcements, and deliver a smarter, more responsive service experience."
