Fortuna Services migrated a manufacturing group’s legacy ITSM to ServiceNow, introducing Now Assist AI and Agent Workspace for smarter support.
Challenge
A commercial vehicle manufacturer’s on-prem ticketing system lacked scalability and automation. They lacked a modern platform integrated with SAP and OpenText.
Solution
Fortuna delivered a phased migration to ServiceNow ITSM San Diego release including Now Assist, Virtual Agent and Agent Workspace.
- Migrated knowledge base (15 000 articles) and configuration items to CSDM/CMDB.
- Automated incident routing and AI-driven search with Now Assist.
- Linked SAP Change Management and OpenText document repository.
Result
- 40 % faster incident resolution.
- 25 % increase in agent productivity.
- Unified view of assets and knowledge.
“Our support teams work smarter, not harder — Fortuna made AI real for us.”
— Head of IT Operations
Fortuna Services implemented ServiceNow IRM + TPRM + SecOps for a multinational insurance group to achieve DORA compliance across 30 countries.
Challenge
The client needed to meet the EU Digital Operational Resilience Act (DORA) requirements across 30 jurisdictions and 50 + subsidiaries. Manual tracking and disconnected systems created visibility gaps and audit risks.
Solution
Fortuna Services implemented a unified ServiceNow IRM and SecOps framework.
- Mapped DORA requirements to ServiceNow controls library.
- Automated third-party risk assessments (TPRM).
- Integrated incident response data from SIEM tools.
- Delivered executive dashboards for real-time risk monitoring.
Result
- Full DORA compliance ahead of deadline.
- Continuous risk monitoring across 50 entities.
- Reduced audit preparation time by 70 %.
“With Fortuna and ServiceNow IRM we finally see our compliance posture in real time.“
— Chief Risk Officer
At Fortuna Services we believe that successful digital transformation demands more than a platform — it requires integration, discipline and delivery excellence. That’s why we act as an extended workbench for ServiceNow partners and customers world-wide.
Challenge
A European insurance group running legacy service-desk tools faced long ticket resolution times, low portal adoption and inconsistent SLAs across business units.
Solution
Fortuna Services implemented ServiceNow ITSM following Now Create methodology.
- Deployed > 200 catalog services for 1200 users.
- Integrated SAP HR and Active Directory for user provisioning.
- Established a central CMDB and CSDM framework.
- Applied governance and change-management program to ensure adoption.
Result
- SLA compliance ↑ from 50 % to 90 %.
- Average request time ↓ from 3 days to 8 hours.
- Unified service catalog and improved self-service experience.
“Fortuna turned our fragmented ITSM landscape into a single, efficient ServiceNow platform.“
— Head of Service Delivery, Insurance Group
At Fortuna Services we believe that successful digital transformation demands more than a platform — it requires integration, discipline and delivery excellence. That’s why we act as an extended workbench for ServiceNow partners and customers world-wide.
Integration Power
Our teams connect ServiceNow with core business systems — SAP, OpenText, Salesforce, Microsoft and d.velop. This multi-platform competence turns siloed data into connected workflows that fuel AI and automation.
Delivery Excellence
- Strong Foundation: Fortuna is proudly backed by the Just-Faster Group, ensuring stability and strategic support.
- Expert Network: With access to 16 competence centres, we leverage deep, specialized expertise across multiple domains.
- Swiss Precision: We combine Swiss business discipline with efficient EU near-shore delivery, balancing quality and agility.
- Proven Methodology: Every project follows ServiceNow Now Create best practices, ensuring structured and effective implementation.
- Governed for Success: Our strong governance framework drives consistency, compliance, and sustainable adoption for long-term value.
Partner Mindset
- Partner Enablement: We empower partners and clients to scale efficiently and confidently.
- End-to-End Expertise: Our services cover every stage — from pre-sales engagement and solution blueprinting to implementation and managed services.
- Non-Competitive Collaboration: Fortuna provides additional capacity and experience to our partners without competing with them.
- Customer Success: By extending our partners’ capabilities, we help them deliver more value and achieve stronger outcomes for their customers.
Fortuna is where ServiceNow meets SAP, Salesforce, OpenText, Microsoft and d.velop — with precision, governance and accountability.
At Fortuna Services, we believe in unleashing the full AI potential of ServiceNow by powering it with enterprise digital content.
Through Now Assist & specialized AI agents across domains like IRM/GRC, HRSD, ITSM, CSM, and more – we integrate ServiceNow’s AI Platform with leading enterprise ecosystems:
Supercharging ServiceNow with Essential Business Systems
- SAP
- OpenText
- Salesforce
- Microsoft
- d.velop
By connecting Workflow Data Fabric and Integrations with these platforms, we enable organizations to achieve seamless automation, stronger compliance, and smarter decision-making.
Our special mission for ServiceNow ecosystem
“We release ServiceNow full AI potential by powering it with enterprise digital content.”
This is how we help clients take ServiceNow beyond IT – bridging business, process, and digital content for the future of intelligent enterprises.
Curious how we can empower your ServiceNow journey?
Let’s talk. 👉
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