Improving IT Service Stability & Operational Improvement

CASE STUDY - GLOBAL TRANSPORT OPERATOR

The Requirement

A global transport operator engaged Maxica to improve IT service performance across a complex, multi-supplier operating model. Service delivery lacked consistency, and the organisation had limited visibility of performance across internal teams and third-party providers.

The organisation needed stronger service measurement, clearer accountability, and improved visibility to enable more effective management of IT services. The requirement was to create a more controlled, transparent and measurable service environment.

The Challenge

The primary challenge was operating within a multi-supplier environment without consistent ownership, coordination or performance standards. This created fragmentation across service delivery and made it difficult to manage incidents effectively.

Limited transparency also restricted the organisation’s ability to identify recurring issues, understand root causes and drive improvement. A clearer model was needed to align suppliers, strengthen governance and improve service performance.

Our Approach

ServiceNow Expertise: Maxica applied extensive experience in designing, deploying and operating ServiceNow solutions within multinational organisations.

Governance: A structured service management approach was used to improve ownership, escalation routes and operational control across the multi-supplier environment.

Supplier Coordination: Maxica helped align internal teams and external suppliers around clearer expectations, better communication and shared service performance objectives.

Performance Focus: The engagement placed stronger emphasis on service visibility, measurement and reporting to support better operational decision-making.

Our Solution

Maxica delivered improvements across governance, service visibility and operational control. A more structured service management framework was introduced, supported by enhanced use of ServiceNow to enable better tracking, reporting and coordination.

Clearer accountability was established across internal teams and suppliers, alongside improved processes for incident management and service performance monitoring. The result was a more controlled and measurable IT service environment.

Benefits

Improved Stability: The engagement resulted in improved stability and performance across the IT service environment.

Greater Visibility: Better service performance insight enabled more effective management of issues and improved accountability across internal teams and suppliers.

More Consistent Delivery: Improved incident management and faster resolution times helped reduce disruption to the business and support continuous improvement.

Why it Worked

The engagement worked because it combined practical ServiceNow expertise with real-world experience of operating complex, multi-supplier environments.

Maxica focused on establishing clarity of ownership, performance and process while enabling the organisation to make better use of its service management tooling. This balance of governance, technology and operational alignment created a sustainable improvement in service performance.

Learn More

If you would like to improve service performance across complex IT environments, Maxica can help you design and implement a structured, measurable service management framework.

Call us on +44 333 700 2014

Email us on hello@maxica.com