[vc_row full_height="yes" columns_placement="bottom" content_placement="bottom" css_animation="fadeInUp" content_color="white_txt" css=".vc_custom_1749737079876{background-image: url(https://staging.aelumconsulting.com/wp-content/uploads/2025/06/oil-and-gas-case-Study-Inside-Hero-Image.webp?id=19287 !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}" el_id="main-hero" el_class="page-hero"][vc_column][vc_row_inner content_placement="middle" css=".vc_custom_1756291959167{padding-top: 230px !important;}" el_class="banner-content"][vc_column_inner el_class="sm-header-txt" css=".vc_custom_1677654940991{padding-right: 0px !important;padding-left: 0px !important;}"][vc_column_text el_class="c-h1 sec1"]

Canada-based oil and gas pipeline transport company migrated from legacy systems to ServiceNow achieving 93% CSAT 

[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner el_class=”key-facts-2″ css=”.vc_custom_1727069015660{padding-top: 30px !important;padding-bottom: 30px !important;}”][vc_column_inner el_class=”mbl-col” width=”1/4″][vc_column_text el_class=”fact-content”]Industry

Oil and Gas[/vc_column_text][/vc_column_inner][vc_column_inner el_class=”mbl-col key-col” width=”1/4″][vc_column_text el_class=”fact-content”]Services

Implementation, Consultation, & Managed Services[/vc_column_text][/vc_column_inner][vc_column_inner el_class=”mbl-col key-col” width=”1/4″][vc_column_text el_class=”fact-content”]Solution

ServiceNow ITSM[/vc_column_text][/vc_column_inner][vc_column_inner el_class=”mbl-col key-col” width=”1/4″][vc_column_text el_class=”fact-content”]Region

North America[/vc_column_text][/vc_column_inner][/vc_row_inner][/vc_column][/vc_row][vc_row css_animation=”fadeIn” css=”.vc_custom_1727259123296{padding-top: 100px !important;padding-bottom: 50px !important;}”][vc_column parallax_animation=”yes” scale_from_x=”1″ scale_from_y=”1″ scale_from_z=”1″ from_opacity=”1″ scale_to_x=”1″ scale_to_y=”1″ scale_to_z=”1″ to_opacity=”1″ to_easy=”easeInQuad” to_delay=”2″ parallax_time=”2″ parallax_offset=”2″ parallax_duration=”100%”][vc_column_text css_animation=”none” el_class=”main-p”]

The client partnered with Aelum Consulting to unify systems, streamline workflows, and enable effortless self-service on a scalable ServiceNow platform.

[/vc_column_text][/vc_column][/vc_row][vc_row content_placement=”middle” css=”.vc_custom_1727435692785{padding-top: 0px !important;padding-right: 20px !important;padding-bottom: 50px !important;padding-left: 20px !important;}”][vc_column css_animation=”none” width=”1/2″][vc_column_text el_class=”c-h3 m-center” css=”.vc_custom_1736945332092{margin-bottom: 0px !important;padding-bottom: 0px !important;}”]

The Company

[/vc_column_text][vc_column_text el_class=”c-h2″ css=”.vc_custom_1750137494890{padding-top: 30px !important;}”]The Client, a Canada-based Oil and Gas, is a leading pipeline system transporting oil products to the West Coast. As a critical link in Canada’s energy infrastructure, the company plays a key role in fuelling communities and industries across the region. With a strong commitment to safety, environmental responsibility, and operational excellence, they ensure the reliable and efficient delivery of energy — connecting Canada to a more sustainable and prosperous future[/vc_column_text][/vc_column][vc_column css_animation=”none” width=”1/2″ css=”.vc_custom_1763371405799{padding-top: 50px !important;}”][vc_single_image image=”19288″ img_size=”full”][/vc_column][/vc_row][vc_row css=”.vc_custom_1727249763891{padding-top: 30px !important;padding-right: 20px !important;padding-bottom: 30px !important;padding-left: 20px !important;background-color: #f0f5fa !important;}” el_class=”c-sec”][vc_column css_animation=”none”][vc_column_text el_class=”c-h3 m-center” css=”.vc_custom_1727335865617{margin-bottom: 0px !important;padding-bottom: 0px !important;}”]

The Challenge

[/vc_column_text][vc_column_text el_class=”c-h3 m-center” css=”.vc_custom_1736945371536{margin-bottom: 0px !important;padding-top: 30px !important;padding-bottom: 0px !important;}”]

A call for change in handling queries and data accuracy

[/vc_column_text][vc_column_text css=”.vc_custom_1749202812779{padding-top: 30px !important;}” el_class=”intro-about”]The client had legacy system issues. With on-prem tools, they had poor visibility of access to data. They were using the waterfall methodology, and too many participants delayed their decision-making ability. They also lacked an efficient, self-service option for common requests. As new processes were being introduced on a daily basis, employees faced confusion in understanding their roles and responsibilities, which led to inefficiencies and disruptions in day-to-day operations. There primary challenges were:

• Frequent implementation of new processes caused confusion among employees, leading to inefficiencies in operational roles and disruptions in routine tasks.
• Employees and stakeholders were hesitant to adapt to new technologies and workflows, significantly slowing down the adoption of improved practices.
• The absence of a centralized governance structure resulted in fragmented workflows, inconsistent decision-making, and delays in resolving operational issues.
• Inadequate oversight of IT assets and configurations created challenges in resource management and restricted the organization’s ability to innovate effectively.
• Uncoordinated processes and unclear role definitions hindered productivity and reduced overall operational agility.

[/vc_column_text][/vc_column][/vc_row][vc_row content_placement=”middle” css=”.vc_custom_1727437918510{padding-top: 0px !important;padding-right: 20px !important;padding-bottom: 0px !important;padding-left: 20px !important;}”][vc_column css_animation=”none” width=”1/2″][vc_column_text el_class=”c-h3″ css=”.vc_custom_1727249662291{margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}”]

The Goal

[/vc_column_text][vc_column_text css=”.vc_custom_1749202826792{padding-top: 30px !important;}”]The Client needed end-to-end solutions to align their scattered data on one unified platform, streamline IT service management, optimize asset tracking, and enhance governance. The objective was to eliminate fragmented workflows, improve operational efficiency, and drive agility across departments.[/vc_column_text][/vc_column][vc_column css_animation=”none” width=”1/2″ css=”.vc_custom_1763371432867{padding-top: 30px !important;}”][vc_single_image image=”19289″ img_size=”350X350″ alignment=”center” style=”vc_box_rounded” css=”.vc_custom_1749737204791{border-radius: 3px !important;}”][/vc_column][/vc_row][vc_row css=”.vc_custom_1727249778518{padding-top: 30px !important;padding-right: 20px !important;padding-bottom: 30px !important;padding-left: 20px !important;background-color: #f0f5fa !important;}” el_class=”c-sec”][vc_column css_animation=”none”][vc_column_text el_class=”c-h3″ css=”.vc_custom_1727335401654{margin-bottom: 0px !important;padding-bottom: 0px !important;}”]

The Solutions

[/vc_column_text][vc_column_text css=”.vc_custom_1749202972669{padding-top: 30px !important;}” el_class=”intro-about”]Recognizing the need for a structured and efficient operational framework, the client partnered with Aelum Consulting for a comprehensive digital transformation using ServiceNow. Our team worked closely with the client to align solutions with their unique challenges, ensuring a seamless transition and maximum efficiency. The key solutions provided were:

•  ServiceNow ITSM: Implemented a centralized IT Service Management framework, including Incident, Problem, Change, Knowledge, Request, and Configuration Management, to automate workflows and improve service delivery.
• ServiceNow Service Catalog: Developed a user-friendly Service Catalog with 50+ catalog items, enhancing self-service capabilities and reducing dependency on IT support.
• ServiceNow ITOM – Discovery: Provided real-time visibility into IT infrastructure, ensuring accurate configuration data and proactive management of assets.
• ServiceNow ITAM: Introduced Hardware Asset Management, Procurement, and Software Asset Management to optimize asset lifecycle management and software license compliance.
• Managed Services: Delivered platform and security support, incident response and resolution, and platform enhancements to ensure continuous system stability.
• ServiceNow Governance & Reporting: Established custom dashboards, SLAs, and KPIs to improve Service Desk and Deskside Support efficiency.
• Virtual Agent: Implemented ServiceNow Virtual Agent for automated, conversational support, also optimizing 24/7 ServiceDesk team structure.
• Process Automation for employees and contractors: Implemented preboarding, onboarding, and offboarding workflows to streamline employee lifecycle management.
• Change Management & Communication: Designed an organizational change management plan with clear communication strategies to drive user adoption and ensure a smooth transition.

[/vc_column_text][vc_column_text el_class=”box-div”]ServiceNow Tech Stack used for:  

ServiceNow ITSM, ServiceNow ITOM- Discovery, ServiceNow ITAM- Hardware Asset Management, Software Asset Management, Custom Dashboards, Virtual Agent, Now Mobile, Mobile Agent.[/vc_column_text][/vc_column][/vc_row][vc_row css=”.vc_custom_1727249791508{padding-top: 0px !important;padding-right: 20px !important;padding-bottom: 0px !important;padding-left: 20px !important;}”][vc_column css_animation=”none”][vc_column_text el_class=”c-h3″ css=”.vc_custom_1729248959631{margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}”]

The Outcomes

[/vc_column_text][vc_column_text el_class=”c-h3 m-center” css=”.vc_custom_1732100107721{margin-bottom: 0px !important;padding-top: 30px !important;padding-bottom: 0px !important;}”]

The Customer has reduced manual efforts and improved customer satisfaction 

[/vc_column_text][vc_column_text css=”.vc_custom_1749203073147{padding-top: 30px !important;}” el_class=”intro-about”]After the successful implementation of ServiceNow solutions, the client experienced significant business improvements that directly impacted operational efficiency and long-term strategic goals. Key business outcomes included:

• Improved Operational Agility: Streamlined processes and automated workflows reduced bottlenecks, enabling the client to respond faster to changes in the market and adapt to new business requirements with greater agility.
• Enhanced Productivity & Reduced Downtime: The centralized IT service management system improved service response times and decreased downtime, leading to higher productivity across departments and a more efficient use of resources.
• Cost Savings & Optimized Resource Allocation: With improved asset tracking and lifecycle management, the client gained better visibility into hardware and software resources, optimizing procurement, reducing waste, and ultimately lowering operational costs.
• Stronger Compliance & Risk Mitigation: The introduction of ServiceNow ITAM and governance processes helped ensure software license compliance and improved risk management, reducing the potential for audits and legal challenges.
• Better Decision-Making & Data-Driven Insights: The implementation of custom dashboards, SLAs, and KPIs provided key stakeholders with real-time, actionable insights, allowing for more informed decision-making and better alignment with business objectives.
• Increased Customer Satisfaction: With improved internal processes and more efficient IT service delivery, the client was able to provide a better experience for their customers, increasing satisfaction and strengthening their market position.
• Scalable & Future-Proof Framework: The solutions implemented laid the foundation for continuous innovation and scalability, allowing the client to keep pace with industry changes and future growth opportunities.

[/vc_column_text][vc_row_inner equal_height=”yes” content_placement=”middle” gap=”30″ css=”.vc_custom_1727097842766{padding-bottom: 50px !important;}” el_class=”counter-row”][vc_column_inner width=”1/3″][counter_up el_class=”counter-box” number=”50″ symbol=”%” title=”Increase in NPS score”][/vc_column_inner][vc_column_inner width=”1/3″][counter_up el_class=”counter-box” number=”75″ symbol=”%” title=”Increase in self-service”][/vc_column_inner][vc_column_inner width=”1/3″][counter_up el_class=”counter-box” number=”3″ symbol=”X” title=”Faster time for case submission with new portal UI”][/vc_column_inner][/vc_row_inner][/vc_column][/vc_row][vc_row parallax=”content-moving” parallax_image=”17367″ css_animation=”none” content_bg_color=”bg-dark” content_color=”white_txt” css=”.vc_custom_1727436618100{padding-top: 150px !important;padding-right: 20px !important;padding-bottom: 150px !important;padding-left: 20px !important;}” el_class=”cta lazyloaded”][vc_column css_animation=”none”][vc_column_text el_class=”m-center”]

[/vc_column_text][button style=”btn-border” text=”Talk to our experts” link=”url:https%3A%2F%2Faelumconsulting.com%2Fcontact-us%2F|title:Contact%20us” hr_style=”hover_shine” hr_bg_color=”bg_hr_dark” color=”dark” el_class=”cta-btn”][/vc_column][/vc_row]