ServiceNow
Intelligent Workflows That Transform Enterprise Operations
DGT implements ServiceNow solutions that automate enterprise workflows, improve service delivery, and create seamless employee and customer experiences. Our expertise spans ITSM, ITOM, HR Service Delivery, and Customer Workflows.
IT Service Management (ITSM)
ServiceNow ITSM is the gold standard for IT service delivery — and DGT has implemented it 35+ times across enterprises ranging from 500 to 50,000 employees. We go beyond basic incident and change management to build mature, ITIL-aligned service operations with self-service portals, AI-powered ticket routing, and proactive problem management. Our implementations consistently achieve 50% reduction in ticket resolution time and 70% self-service adoption.
Service management maturity assessment — evaluating your current ITIL maturity level and designing a phased improvement roadmap
Core ITSM configuration — implementing incident, problem, change, and request management with ITIL-aligned workflows and SLA tracking
Service catalog design — building a user-friendly service catalog with automated fulfillment workflows and approval routing
Virtual Agent deployment — configuring AI-powered chatbots for common IT requests, password resets, and knowledge article delivery
Continual improvement — implementing reporting dashboards, trend analysis, and automated problem identification for ongoing optimization
Measurable Outcomes
reduction in mean time to resolution (MTTR) for incidents
self-service adoption rate within 6 months of deployment
reduction in ticket volume through Virtual Agent and knowledge management
SLA compliance across all service categories
improvement in end-user satisfaction scores
Implement ITSM in phases aligned with ITIL maturity — don't try to deploy all 17 ITIL practices simultaneously
Design your service catalog from the user's perspective, not IT's — categories should match how users think about their needs
Invest in knowledge management before deploying Virtual Agent — the bot is only as good as the knowledge base behind it
Use ServiceNow's Predictive Intelligence for ticket routing from day one — manual routing is the biggest bottleneck in most service desks
Build major incident management processes separately from standard incident management — they require different workflows, communications, and escalation paths
Why DGT Delivers Where Others Can't
DGT's ITSM implementations succeed because we treat service management as a business transformation, not an IT project. We've seen organizations deploy ServiceNow and achieve zero improvement because they automated broken processes. Our approach starts with process optimization, then applies technology to amplify the improvement.