ServiceNow ITSM Case Study

This ServiceNow ITSM case study follows a global technology enterprise that replaced four remote support tools with a single ScreenMeet deployment within ServiceNow. The customer is a real ScreenMeet client, but we can't disclose its name for confidentiality reasons. The company has offices in more than 180 countries, serves 99 percent of Fortune 500 companies, and has reported annual revenue above $90 billion.

The deployment gives IT leaders a concrete example of what consolidation looks like at scale. It covers the support footprint the enterprise had to unify, the requirements it set for a remote support vendor, and what it gained once session data flowed back into ServiceNow.

The Challenge: Fragmented Remote Support Across 165 Countries

In September 2016, a merger of two market-leading technology providers created a single global entity. Its support footprint spanned:

• 165 countries
• 55+ languages
• 87 contact centers

The technical support organization was an amalgam of isolated remote support centers, held together by disparate tools and processes.

The enterprise had promised customers and investors a better customer experience. Without a fundamental change to how it delivered remote IT support, it could not keep that promise. Its transformation goal was a single, service-based CRM and ITSM console, so agents could see and manage everything from one screen instead of switching between separate cloud applications.

The Opportunity: API-First Remote Support for an Existing ServiceNow Investment

The enterprise already ran ServiceNow ITSM. Its strategy called for an API-first approach to remote support for both external customers and internal employees. Leadership concluded that legacy tools built before cloud-native architecture could not deliver the digital agility the transformation required. The vendor decision in this ServiceNow ITSM case study came down to how well remote support fit the enterprise's existing ServiceNow instance.

After evaluating ScreenMeet against Bomgar, the enterprise chose to deploy ScreenMeet across both customer service and the IT help desk. Two factors drove the decision:

• Cloud-native architecture: ScreenMeet could support a global enterprise that needs remote support available around the clock, every day of the year.
• Direct launch from the incident: Technicians could cobrowse and remotely control end-user devices directly from within the ServiceNow incident, with no additional software required.

The decision consolidated four incumbent tools (Bomgar, LogMeIn, Skype, and Webex) into one API-integrated remote support solution. ServiceNow endorsed the selection for remote customer support. After more than a year of planning and testing, the enterprise deployed ScreenMeet to its IT help desk technicians in the field.

How a Global Enterprise Consolidated Remote Support in ServiceNow

The enterprise set five technical requirements, and the deployment team addressed each one.

Run Globally, Behind Corporate Firewalls

With 87 contact centers supporting 165 countries, localization was a primary concern. The team localized the platform for distributed markets and ensured it ran behind corporate firewalls in both low- and high-bandwidth environments. The enterprise then streamlined its global IT support team to 20 countries operating in nine languages.

Launch From the Incident

ScreenMeet launches from a browser and exists as a feature within ServiceNow, so technicians never leave the ITSM platform to start a session.

Escalate With UAC Permissions

The team defined the use cases that require User Account Control (UAC) permissions on remote machines. ScreenMeet gave technicians an efficient way to escalate when a fix required administrative rights.

Interoperate With OEM Software

ScreenMeet provided builds that the enterprise could test and deploy natively on its PCs. This let remote support work alongside OEM software already on end-user machines.

Write Session Data Back to ServiceNow

ScreenMeet and the enterprise defined the outputs needed for auditing, reporting, and future analytics inside the ServiceNow data model. Each service call had previously been a missed chance to collect session data. It became a source of business intelligence captured in ServiceNow.

Results From This ServiceNow ITSM Case Study

Technicians control desktop and mobile screen sharing, remote control, and UAC capabilities directly from the ServiceNow incident. End users can join from Windows 7, 8, or 10, Android 5.x+, Mac, or iOS. ScreenMeet requires no additional desktop software to run or control a remote device, and everything works contextually in the browser inside the enterprise's ServiceNow instance.

After each session, information about the end user's device is written back to the incident. An optional cloud-based recording can be linked to the incident, along with detailed event data for auditing and analytics.

ScreenMeet is now the enterprise's sole strategic provider for remote support across its global customer support and IT help desk teams, which include 700 ServiceNow ITSM users. The support team gets customers into sessions faster and with less frustration, and technicians resolve issues with fewer clicks. The enterprise also gained new channels of business intelligence that support further streamlining and operational efficiency gains.

What This Deployment Means for ServiceNow-Native Remote Support Today

This deployment reflects ScreenMeet's earlier ServiceNow ITSM integration. The agentic AI capabilities available today (Discover, Analyze, Apply, and Document) were not part of it. The same principle carries forward: the support session lives in the system of record, and every session adds to the data your organization can use. ScreenMeet AI builds on that foundation with technician-approved, auditable workflows.

What IT Leaders Can Take From This ServiceNow ITSM Case Study

Three lessons apply to any enterprise consolidating remote support:

1. Define requirements before comparing vendors. Localization, firewall support, UAC escalation, and data capture shaped the evaluation.
2. Choose built-in, not bolted on. Launching from the incident removed the separate tools technicians had been switching between.
3. Treat session data as an asset. Writing it back to ServiceNow turned each call into analytics input.

If your team is evaluating remote support after reading this ServiceNow ITSM case study, explore ServiceNow-native remote support, review enterprise security and AI controls, or request a ScreenMeet demo.

Download the Original Case Study

Download the original ServiceNow ITSM case study PDF