Mitchells & Butlers, a leading UK-based hospitality brand with over 1,500 locations and a rich legacy of over 120 years, sought to integrate the change ticket modules between their ServiceNow system and Hitachi’s Assure Service Desk (ASD).

Incident and problem management integrations were previously successfully deployed, while change ticket integration presented a unique requirement due to a higher level of complexity and multiple workflows.

They required a solution to streamline approval processes, ensure data accuracy, and minimize human error while facilitating agile deployment.

Hitachi Digital Services led the ServiceNow-to-ServiceNow change ticket integration, bringing together the two platforms into a single seamless workflow.

• With a focus on advisory and collaboration, we tailored the solution to allow for real-time synchronization of change tickets while ensuring data security, workflow automation, and compliance.
• Leveraging ASD, our change management process ensured multi-environment tracking, approvals, and deployment readiness.
• The solution aligned complex production-focused change processes with Hitachi’s broader deployment workflows, ensuring end-to-end traceability via H-Fusion technology.
• Regular dialogues with stakeholders accelerated development and ensured alignment with business objectives.

• Enhanced synchronization between two systems, reducing human error and ensuring data accuracy.
•  Accelerated approval cycles, improving deployment velocity for production changes.
• Improved workflow communication and reduced redundant manual activities.
• Strengthened trust and credibility, showcasing Hitachi’s expertise in managed services and ServiceNow integration.
• Positioned Mitchells & Butlers for ongoing operational improvements through enhanced workflows and future upgrades.