Case Study

ServiceNow Service Catalog for Faster Request Fulfilment

Empowering a wireless and video technology R&D company to improve request handling turnaround time with ServiceNow Service Catalog.

ServiceNow Service Catalog for Faster Request Fulfilment

A well-known wireless and video technology research company automates its manual ticket handling system using ServiceNow Service Catalog, boosting self-service, increasing operational efficiency, gaining real-time visibility, and accelerating time to value.

Download PDF
Industry & Region: Wireless & Video Technology R&D, Global
Tech Stack: UX/UI: ServiceNow Service Catalog; Integration: Internal Integration; Analytics: ServiceNow Reporting & Dashboards; Platform: ServiceNow.
Client Overview

Our client is a pioneer in technology and research development, focused on advancing wireless and video technologies. The company is also a leader in the 6G evolution and a significant contributor to global video standards.  

Business Challenge

Our client’s operations involved heavy collaboration between corporate functions, including the facilities team responsible for internal requests and infrastructure services. They relied on a manual process of handling internal service requests through email. This manual approach had several drawbacks that impacted the overall efficiency and productivity of the team. Some of these challenges included: 

  • Lack of centralized tracking or reporting of requests, feedback mechanisms, or real-time dashboards 
  • Manual efforts were required to assign tasks and follow up 
  • Poor visibility into request volumes and fulfilment status 
  • Difficulty in auditing and analyzing request patterns 
  • Resource-intensive mechanisms that required more staff and diluted focus on other important tasks 
  • Constraints in scaling and managing the system, error-prone, and vulnerable to security breaches  
  • Lack of real-time visibility into the workflows, impacting decision-making. 
Solution Offered

As the ServiceNow implementation partner, KANINI enabled a tailored ServiceNow Service Catalog solution for the company’s facilities team to streamline internal request handling, tracking, and reporting. Here’s what we delivered:  

  • Service Catalog Development:  
    – We designed and deployed catalog items specific to facilities operations.  
    – This empowered the employees to submit structured requests through the ServiceNow portal. 
  • Workflow Automation: 
    – We implemented backend workflows for approvals, task assignment, and notifications.  
  • Reporting Enablement: 
    – Custom ServiceNow dashboards and reports were configured for real-time visibility into request volume, request categories and status, and resolution trends over time.
Value Delivered
  • Improved User Experience: The user-friendly interface enables employees to log requests and follow up through a centralized platform easily. 
  • Real-Time Visibility: Customized dashboards allow centralized tracking and status updates for enhanced transparency.  
  • Standardized Process: This structured workflow ensures consistent service delivery by creating uniform steps to log, access, and resolve requests while reducing human error.  
  • Accelerated Time to Value: The ServiceNow Service Catalog facilitates ease of development and quick deployment of new items, accelerating time to value. 
  • Scalable Structure: The scalable structure enables future catalog expansion. 

Ready to streamline service requests and get real-time visibility with ServiceNow workflow automation?

Talk to us

© 2025 KANINI Software Solutions | All Rights Reserved | Privacy Policy

Discover the analysis results and our recommendations that helped the healthcare organization maximize its ServiceNow ROI.

[hubspot type="form" portal="20070269" id="70ccc467-b69c-450c-9e77-a70626986f6c"]

Discover the analysis results and our recommendations that helped the healthcare organization maximize its ServiceNow ROI.

[hubspot type="form" portal="20070269" id="70ccc467-b69c-450c-9e77-a70626986f6c"]