Restoring Clarity to Internal Services at Enterprise Scale
A major telecommunications provider transformed fragmented internal services into a unified, self-sustaining platform, improving visibility, reducing manual effort and empowering internal teams.
Context
In an organisation with more than 30,000 employees, internal services are critical to day-to-day productivity. Yet the team responsible for handling internal requests had become a catch-all for work no other department wanted to own, from device provisioning to complex facilities requests.
There was no single source of truth. Requests were processed manually, often by large offshore teams, and frequently stalled or disappeared entirely. Employees experienced delays and frustration, while leadership lacked visibility into demand, performance or cost.
The challenge wasn’t just tooling, it was how internal services were designed and delivered.
Approach
This engagement focused on redefining internal service delivery and enabling the organisation to own and operate it confidently.
Define
The first step was clarifying the real problem.
Together with stakeholders, the end-to-end request landscape was mapped, exposing fragmentation, duplication and reliance on manual workarounds. This created a shared understanding of what services were actually being delivered, where effort was being wasted and what “good” needed to look like at scale.
Align
With clarity established, technology and process were aligned around a single, coherent model.
ServiceNow was selected and implemented to replace the fragmented ecosystem with structured, digital workflows. A scalable service catalogue was introduced, ensuring requests were standardised, traceable and visible from intake through to fulfilment.
Processes were redesigned to reduce manual handling, eliminate black holes and create consistent service outcomes across the organisation.
Govern
Governance was embedded through enablement, not dependency.
Post go-live, the platform was supported for a defined stabilisation period to ensure reliability. Crucially, internal teams were trained to operate, maintain and extend the solution themselves. Ownership was deliberately handed back, removing reliance on expensive external providers and creating long-term self-sufficiency.
Outcome
Internal services became visible, manageable and independent.
All requests now flow through a single platform, with clear metrics for demand, performance and fulfilment speed. Manual effort was significantly reduced, service reliability improved and leadership gained data-driven insight into how internal services operate.
Most importantly, the organisation was left with an empowered internal team, capable of running and evolving the platform without external dependence, turning internal service delivery from reactive chaos into a controlled, scalable capability.