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Overview
Client:
Industry: Financial Services
Services Provided:
ITSM
Implementation
process automation
Managed Services
Platforms Used:
ServiceNow
Halo
Outcome: Faster incident resolution and Improved visibility
Case Study: Equiti
Optimizing internal support through ServiceNow ITSM to reduce resolution times and improve operational agility for Equiti’s global brokerage teams.
The Challenge
Slow Incident Resolution
Inconsistent service delivery across offices
Limited operational visibility
Difficulty scaling IT support alongside business growth
Results
Reduced incident resolution times by over 40%
Improved service visability across global teams
Standardised IT processes company-wide
Increased end-user satisfaction
Built a scalable foundation to support future growth
Our Approach
Discovery & Design
Conducted workshops to understand challenges and define a future state service model
Platfrom Implementation
Deployed a ITSM framework to manage incident, problems and requests with ServiceNow
Process Automation
Manual processes replaced with automated workflows, reducing repetitive tasks
Reporting & Insights
Custom dashboards provide real time visibility into performance metrics
Ongoing Support
Suru continues to provide platform stability, optimisation and continues improvements
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