Unifying IT Operations with ServiceNow: ITSM, ITOM, and PPM for a Leading Credit Union

Overview

The credit union’s growing digital landscape was supported by siloed IT systems, making service delivery and asset tracking inefficient. Legacy platforms couldn’t keep up with incident volumes, lacked automation, and offered limited insight into operational performance or project outcomes.

TechWish partnered with the credit union to deliver a modern ServiceNow implementation spanning ITSM, ITOM, and PPM. The result was a streamlined, data-driven ecosystem for service desk operations, infrastructure monitoring, and project planning.

The Challenge

• Incident and request management lacked automation and consistent SLA enforcement.
• Limited visibility into IT infrastructure, asset utilization, and service dependencies.
• Project tracking was manual, inconsistent, and disconnected from broader IT strategy.
• Teams struggled to manage multiple tools and lacked a unified platform for reporting and collaboration.

The Solution

TechWish designed and implemented a multi-module ServiceNow solution tailored to the credit union’s operational and strategic needs:

• ITSM Deployment: Implemented Incident, Problem, Change, Knowledge, and Service Catalog modules with SLAs, escalations, and integrated workflows.
• ITOM & CMDB: Established CMDB aligned with CSDM principles, enabling discovery of infrastructure components and mapping service dependencies.
• Project Portfolio Management (PPM): Delivered program-level visibility, prioritization frameworks, budget tracking, and integrated resource management.
• Agent Assist & Virtual Agent: Introduced AI-powered triage, self-service options, and contextual recommendations to reduce resolution times.
• Governance & Reporting: Built real-time dashboards for executives and operational teams covering MTTR, SLA adherence, resource utilization, and project health.

Results

By consolidating multiple tools and processes into a unified ServiceNow platform, the credit union transformed IT from a reactive support unit to a proactive business enabler. With real-time insight, automated workflows, and strategic alignment, the organization is now better equipped to support growth and innovation.