---
title: "ServiceNow & global service assurance | Woven Hills"
description: "A global service assurance model with ServiceNow and service desks across time zones, reducing handovers and resolution times."
url: "https://wovenhills.com/experience/establishing-a-global-service-assurance-model/"
lang: en
---

# Establishing a global service assurance model

IT · Global services

## A new operating model, service desks across regions and ServiceNow, with fewer handovers and faster resolution.

A global services organisation established a new service assurance model to better support its customers. The model became the basis of a new sub brand. The programme involved relocating and establishing service desks across multiple regions and redesigning how support teams worked together.

The engagement brought together organisation design, new working practices and a ServiceNow rollout. Service desks worked across time zones in a follow the sun model. Clearer responsibilities and ticket ownership reduced unnecessary transfers between teams.

The new model reduced handovers and turnaround times. First contact resolution and service level agreement attainment improved, while fewer tickets remained in an ageing backlog.

Problem tickets became easier to track, with clearer records of actions and progress. This strengthened audit readiness and gave service leaders better visibility of work requiring attention.

*These stories draw on direct engagements and delivery through consulting partners.*

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