Exciting news! Thirdera has been acquired by Cognizant.

Read more
Industries Services
  • What We Do
    Back

    What We Do

    Thirdera generates transformation, digitization, and automation for our customers at the speed of NOW.

     

    Learn More

    • What We Do
    • Advise
      Back
      • Advise
      • Assessment & Roadmap
        Back

        Assessment & Roadmap

        Develop a long-term, transformational strategy for growing your business around ServiceNow alongside the most experienced leaders in the ecosystem.

        Learn more

      • Design Services
        Back

        Design Services

        Adopt tailored experiences that harness organizational capabilities.

        Learn more

      • Organizational Change Management
        Back

        Organizational Change Management

        Achieve improved team buy-in and ServiceNow ROI with our experts in executing a proactive organizational change management strategy.

        Learn more

      • Training
        Back

        Training

        Work with industry-leading certified ServiceNow trainers to build effective practices and increase user confidence within your organization.

        Learn more

    • Implement
      Back
      • Implement
      • ITx
        Back

        ITx

        Improve IT service KPIs across your organization through automated processes that align with your overall business objectives.

        Learn more

      • Employee Experience
        Back

        Employee Experience

        Engage your employees, promote self-service, and free your HR team from manual and repetitive tasks with ServiceNow and the HR experts at Thirdera.

        Learn More

      • Security
        Back

        Security

        Find threats and take action with  more speed, intelligence, and consistency.

        Learn more

      • Risk & Continuity
        Back

        Risk & Continuity

        Confront risks with confidence and resilience. 

        Learn more

      • Customer Relationship Management
        Back

        Customer Relationship Management

        Create a modern and intelligent customer experience. 

        Learn more

      • Experience Management
        Back

        Experience Management

        Explore tailored experiences that harness organizational capabilities.

        Learn more

      • ServiceNow Store
        Back

        ServiceNow Store

        Explore Thirdera’s applications in the ServiceNow Store.

        Learn more

      • Built with ServiceNow Offerings
        Back
    • Optimize
      Back

    What We Do

    Thirdera generates transformation, digitization, and automation for our customers at the speed of NOW.

     

    Learn More

  • Who We Are
    Back

    Who We Are

    We help organizations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.

    Learn more

    Who We Are

    We help organizations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.

    Learn more

    Specialization
    NEWS

    Exciting news! Thirdera and Cognizant Awarded Three ServiceNow Partner Specializations

    Read more
  • Industries
    Back

    Industries

    Find the right level of expertise to meet your specific ServiceNow needs.

    Learn more

    • Industries
    • Education
      Back

      Education

      Modernize learning to create amazing experiences for all. 

      Learn more

      filter group of people at desk laptop laughing 2021-10 (1)
      CASE STUDY

      Simplifying Higher Education Credit Management with ServiceNow CSM

      Read more
    • Energy & Utilities
      Back

      Energy & Utilities

      Automate critical operations to provide highly available, reliable services. 

      Learn more

      www.thirdera.comhubfstraffic aerial view highway night 2022-01-4
      CASE STUDY

      Energy Multinational Improves Productivity by Automating IT Requests

      Read more
    • Financial Services
      Back

      Financial Services

      Create seamless experiences for customers and agents with compliance. 

      Learn more

      www.thirdera.comhubfsbusiness people in the corporate office. 2024-02
      CASE STUDY

      Insurance Provider Projects $75MM Gain in Business Value from Asset Management Transformation

      Read more
    • Government
      Back

      Government

      Enable better decision-making to deliver optimized government services. 

      Learn more

      Indiana Department of Transportation Case Study 2023-03 (3)-1
      CASE STUDY

      Government Agency INDOT Modernizes Its Constituent Service Model with CitizenKey

      Read more
    • Health Care & Life Science
      Back

      Health Care & Life Science

      Deliver better outcomes now and into the future with health IT. 

      Learn More

      Multichannel pipette tips reaction mixture plastic wells 2022-05 (1)
      CASE STUDY

      Process Automation Delivers $800k in Annual Savings for Pharma Giant

      Read more
    • Manufacturing
      Back

      Manufacturing

      Set a new standard for manufacturing with truly connected operations. 

      Learn More

      group - statistical analysis 2023-03 yellow pink
      CASE STUDY

      Elevating Market Research and Product Development with ServiceNow SPM

      Read more
    • Nonprofit
      Back

      Non-profit

      Balancing mission-driven goals with operational efficiency requires innovative solutions that can streamline processes, and enhance program delivery without straining budgets.

      Learn more

      Hands reaching out to help 2023-06
      CASE STUDY

      UN Agencies Rely on Thirdera and ServiceNow to Support the Ukrainian Aid Response

      Read more
    • Retail & Hospitality
      Back

      Retail & Hospitality

      Digitize and automate workflows to enhance the customer experience, online and in-store. 

      Learn More

      UMG Featured Image
      CASE STUDY

      Global Music Company Hits the Right Note with Thirdera and ServiceNow

      Read more
    • Service Providers
      Back

      Service Providers

      Develop innovative solutions with a modern service provider platform. 

      Learn more

      Servers data center room with bright speed light 2022-05 (3)
      CASE STUDY

      Global SAP on Cloud Leader, Lemongrass, Embarks on Multi-Continent ITSM Overhaul

      Read more
    • Telecom, Media & Tech
      Back

      Telecom, Media & Tech

      Scale and support operations with end-to-end digital workflows. 

      Learn more

      Man working from home in an office with neon lights 2023-09
      CASE STUDY

      Playtika Revolutionizes Customer Support with ServiceNow

      Read more

    Industries

    Find the right level of expertise to meet your specific ServiceNow needs.

    Learn more

    Man working from home in an office with neon lights 2023-09
    CASE STUDY Playtika modernized the customer experience for millions of players and increased agent efficiency using ServiceNow CSM Pro and ITSM Pro Read more
  • Resources
    Back

    Insights

    Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.

    Explore Insights

    Insights

    Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.

    Explore Insights

    thirdera + cognizant graphic 2024-01
    NEWS

    Thirdera is being acquired by Cognizant.

    Read more
Contact Us
language switcher Language:
ServiceNow AI

Transforming Global IT Service Delivery with ServiceNow Now Assist

Michael Henderson April 7, 2025

This global enterprise sought to modernize their 14-year-old ServiceNow instance, hampered by excessive customization, to improve service desk operations and virtual agent performance across 12 languages.

Project Snapshot

76%

reduction in MTTR

94%

virtual agent deflection rate
Client size: 13,000+ employees Client industry: Mining Client location: Global

 

Key Challenges

alert exclamation point warning caution icon thirdera pink (2)

Heavily customized 14-year-old ServiceNow instance preventing modern capability adoption.
alert exclamation point warning caution icon thirdera pink (2)

Inefficient service desk operations with low self-service adoption rates.
alert exclamation point warning caution icon thirdera pink (2)

Poor Virtual Agent performance (18% deflection rates, 44% success rates). 
alert exclamation point warning caution icon thirdera pink (2)

Need for multilingual support across 12 languages.

Our Solution

Thirdera, a Cognizant company partnered with this client on a comprehensive 12-month reimplementation project establishing a clean foundation for Now Assist adoption:

cloud setting gear icon thirdera pink

 

Platform modernization
Complete ServiceNow platform rebuild minimizing customization, enabling adoption of latest capabilities.
headset live chat icon thirdera pink (2)

 

AI-powered virtual agent

Enhanced capabilities that improved deflection rates from 18% to 94% and doubled self-service success rates.
brain smart IQ icon thirdera pink-2

 

Knowledge management

Implemented AI-powered search functionality and automated knowledge article creation based on incident data.

 
employee hub icon thirdera (1)

 

Global integration

Deployed across 12 languages with Microsoft Teams integration, where 75% of virtual agent engagement now occurs.

The Result

Significant efficiency gains
Reduced Mean Time to Resolution (MMTR) by one full day within just two months.

Enhanced self-service
Increased virtual agent usage to 1,235 chats/month from 743, with 1,781 monthly AI-powered search queries.

Accelerated development
Reduced high-complexity catalog item creation time by 57% (from 14 to 6 hours) and flow creation time by 56% (from 16 to 7 hours).

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximize the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimization, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.

Contact us today to discuss your next project and enter a new era of ServiceNow partner experience.

Get in touch
WRITTEN BY

Michael Henderson

Michael has been a content marketing professional in the ServiceNow space for over 10 years. His focus is developing engaging content that empowers clients to make informed decisions throughout their service management journey.
[case-study, servicenow-ai, servicenow-itsm] [Case Study, ServiceNow AI, ServiceNow ITSM]

Related Posts

See all posts