Transforming IT Services with ServiceNow

CASE STUDY - NATIONAL ANIMAL CHARITY

Close-up of a cat representing the national animal charity

The Requirement

An anonymous national animal charity needed to transform the way IT support was delivered to employees and volunteers. The organisation wanted to move away from informal support arrangements and establish a structured IT service function with a dedicated first-line Service Desk.

The programme also required a modern IT Service Management platform and consistent processes based on ITIL principles. The aim was to create a central point for support, improve control of incidents and requests, and provide management with meaningful service-performance information.

Veterinary professional with a cat representing service-support challenges

The Challenge

IT support had developed without a consistent service-management model. Employees and volunteers relied on informal routes for help, while incoming calls were handled by a third-party answering service rather than a dedicated first-line IT team.

The existing service-management tool was poorly designed and lacked important functionality. Issues were not consistently documented or tracked, problem and change-management processes were not established, and service data was not being used to monitor delivery or customer satisfaction. Unresolved IT issues could therefore disrupt day-to-day operations.

Veterinary professional holding a cat representing a people-focused IT service approach

Our Approach

Assess the Service: Maxica worked with stakeholders to understand existing support demand, service issues and the outcomes required from the new operating model.

Design the First Line: Ticket volumes and ticket types were evaluated to shape a dedicated first-line Service Desk staffed by ITIL Foundation-qualified analysts.

Select the Platform: Maxica led the procurement evaluation and tender process for a replacement IT Service Management solution.

Embed the Change: IT staff and business users were trained on the new platform, with feedback mechanisms introduced to support ongoing service improvement.

Veterinary professional with a cat representing improved IT service support

Our Solution

Maxica helped establish a dedicated first-line IT Service Desk and implement ServiceNow as the central platform for reporting, tracking and managing IT issues. The new model replaced fragmented support routes with a clearer, structured service for employees and volunteers.

ITIL-aligned working practices provided greater consistency around service delivery. Service reporting was introduced so management could monitor SLA performance, first-time-fix rates, customer satisfaction and major incidents, while recurring issues and trends could be identified more systematically.

Veterinary professional hugging a cat representing improved service outcomes

Benefits

Centralised Support: ServiceNow created a single platform for reporting and managing IT issues, improving visibility and issue tracking.

More Consistent Service: A dedicated first-line team and structured processes gave employees and volunteers a clearer route to support and more consistent resolution handling.

Measurable Service Management: SLA performance, first-time-fix rates, customer satisfaction and major incidents could be measured and reviewed regularly.

Better Operational Insight: Centralised data made recurring issues and service trends easier to identify, supporting proactive problem solving and more informed IT management decisions.

Cat representing reliable and structured IT service management

Why it Worked

The transformation addressed people, process and technology together. The charity did not simply replace its service-management tool: it established a dedicated support team, introduced ITIL-aligned working practices and created the reporting needed to manage service performance.

Maxica combined requirements assessment, service design, procurement support, implementation and training within one coordinated programme. This gave the organisation a practical service-management foundation that could be monitored and improved over time.

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Learn More

If your organisation needs to modernise IT support, implement an IT Service Management platform or establish more consistent service-management processes, Maxica can help you define and deliver a practical transformation.

Call us on +44 333 700 2014

Email us on hello@maxica.com