This 2023 case study describes how a global industrial thread manufacturer with operations in 50+ countries modernized a complex, largely on-prem SAP and IT landscape spanning multiple data centers, 40+ TB of databases, and 300+ servers, while addressing decentralized IT service management, inconsistent manual onboarding tickets, and rising security and cost pressures. Brillio implemented ServiceNow to centralize and standardize ITSM, added workflow automation for service requests, and integrated with tools like SAP Solution Manager and SolarWinds, supported by dashboards for KPI and SLA visibility. Reported outcomes include a 98% increase in operational efficiency, 4x faster restoration of critical incidents, 100% self-service ticketing, 88% faster security-incident resolution, and fewer

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