Automated Incident Routing
OPTIVO implemented an AI-powered incident routing model for one of our global manufacturing clients, enabling ServiceNow to automatically categorize, prioritize, and assign tickets based on workload, skills, and historical resolution data. This reduced human triage by 78%, accelerated response times, and ensured critical issues were routed to specialized teams within seconds.
Automated Employee Onboarding
We built a fully automated onboarding workflow for a large financial institution using ServiceNow HRSD. The solution coordinated IT, HR, Facilities, and Security tasks — provisioning laptops, creating accounts, assigning trainings, and scheduling orientation sessions automatically. The organization now onboards employees 3× faster with zero manual follow-up and full audit traceability.
Smart Change Management Automation
OPTIVO delivered a risk-based automated change approval process for a multinational telecom company. ServiceNow now evaluates risk, identifies dependencies, and triggers CAB approvals automatically. Low-risk changes are deployed instantly, reducing the weekly CAB meeting load by 55% and improving service reliability across their global IT infrastructure.
End-to-End Asset Lifecycle Tracking
For a regional healthcare provider, we deployed ServiceNow ITAM to automate asset discovery, warranty tracking, software compliance, and financial depreciation. The organization eliminated 92% of manual spreadsheets, reduced unused licenses by $340K annually, and gained real-time visibility over 12,000+ assets across multiple locations.
HR Service Delivery Automation
OPTIVO implemented HR Service Delivery for a global enterprise, centralizing all employee interactions into a unified HR case management system. Automated workflows now handle document requests, payroll updates, and employee inquiries with full SLA tracking. The HR team reduced manual workload by 62% and improved response times across 14 countries with standardized HR services.
Customer Service Case Management
OPTIVO deployed ServiceNow CSM for a technology provider, integrating phone, email, and portal-based customer requests into a single service platform. Automated routing, entitlements, and knowledge-based article suggestions reduced resolution time by 40% and elevated customer satisfaction across 50,000+ cases annually.
End-to-End Process Automation with Flow Designer
OPTIVO automated multiple cross-department workflows using Flow Designer for a retail client. Processes such as access approvals, security alerts, vendor onboarding, and maintenance requests are now orchestrated through low-code actions, reducing manual follow-up and achieving 99.8% workflow accuracy across thousands of transactions each month.
Integrated Service Catalog (Azure, AD, Jira, SAP)
OPTIVO created a fully integrated Service Catalog for a global client, connecting ServiceNow to Azure AD, SAP, Jira, and custom APIs. Employee requests — such as new hires, system access, hardware provisioning, and software license requests — trigger automated actions across external systems. This eliminated 90% of manual provisioning and ensured zero-touch fulfillment for high-volume HR and IT services.
Agent Workspace & Unified Workflows
OPTIVO designed a modern ServiceNow Workspace experience for a telecom giant, allowing IT, HR, and Customer Service teams to manage cases, approvals, tasks, and performance analytics from a single interface. Personalized dashboards, omni-channel communication, and AI recommendations improved agent efficiency by 47%.
Custom Service Portal Experience
OPTIVO built a fully branded Service Portal for a global logistics company, providing employees with a personalized experience to submit requests, access knowledge articles, and track service progress. Integrated search, chatbot support, and responsive UI design increased user adoption by 86% within the first month.