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Boosting Chemical Manufacturing Efficiency by 45% with LMTEQ ServiceNow for Chemical Manufacturing Solution

A man in a hard hat and safety vest uses a tablet. Behind him are industrial tanks and digital graphics showing “servicenow Automation” connected to ITOM, CMDB, and ITSM. Text reads “Transformation in progress with ServiceNow for Chemical Manufacturing.”.

Average MTTR reduced by

45%

Efficiency Due to Automation

3x

Asset Coverage Across Plant by

98%

Introduction

A leading chemical manufacturer modernized its IT and operational support using ServiceNow for Chemical Manufacturing, improving service delivery, asset visibility, and plant operations.

LMTEQ partnered with the client to deliver a comprehensive transformation across ITSM, ITOM, CMDB, automation, and predictive capabilities, bringing practical improvements to employees, IT teams, and plant operations while keeping safety and compliance front and center.

This engagement demonstrates how ServiceNow for chemical manufacturing can drive measurable improvements in reliability, speed, and user experience.

Client overview

The customer is a large chemical manufacturer with multiple plants and regional operations. They operate complex production lines and strict regulatory processes.

Their environment included legacy ticketing processes, fragmented asset records, manual onboarding/offboarding, and limited automation for approvals and maintenance, typical challenges across the chemical sector.

Challenges

  • Siloed asset data & visibility — Asset records were scattered across spreadsheets and point tools, making it hard to get a single view of equipment.
  • Slow incident lifecycle — Manual routing and poor contextual data meant longer resolution times and repeat escalations.
  • Onboarding/offboarding inefficiencies — HR and IT were disconnected; account provisioning and mailbox handling were manual and error-prone.
  • Approval delays & compliance risk — Role- and region-based approvals require fast, auditable workflows to meet regulatory needs.
  • Maintenance & downtime — Limited analytics meant reactive fixes rather than proactive maintenance; production risked unplanned downtime.
  • Lack of a plant-level operations view — Operations teams needed dashboards and automation aligned to manufacturing priorities.

Solution - What LMTEQ delivered

Our team delivered an end-to-end ServiceNow implementation tailored to manufacturing operations. The solution combined best-practice design, ServiceNow modules, and custom flows to address people, process, and technology.

Approach & Governance

  • Collaborative discovery workshops with IT and HR stakeholders to capture operational needs and compliance requirements.
  • Iterative design sprints with demos, user acceptance testing, and documented runbooks, establishing traceability and governance.

Modules & capabilities implemented

ServiceNow ITSM for manufacturing

Incident, Problem, Change, and Request Management was standardized. Assignment Rules and Flow Designer automated routing to functional queues (ERP, BI, CRM) so the right support group receives tickets immediately.

ServiceNow CMDB for manufacturing

A consolidated CMDB modeled plant equipment, instruments, and IT assets with 98% reconciliation of discovered assets. This became the single source of truth for operations and support.

ServiceNow asset management for manufacturing

Asset lifecycle, warranty, location, and assignment details were centralized so every requester profile showed a 360° asset view.

ServiceNow ITOM for manufacturing plants

Discovery and event management were configured for plant systems to surface critical alerts and map service impact across production lines.

ServiceNow manufacturing process automation

Workflows automated onboarding (Workday → ServiceNow → AD), mailbox conversion on offboarding, role-based access requests, and parent-child task orchestration for complex processes.

Predictive maintenance in manufacturing

Predictive models used historical incident and sensor data to flag likely failures, enabling scheduled maintenance before breakdowns.

Virtual Agent & SD Chat

Employee-facing chat allowed new ticket creation (pre-filled requestor data), updating existing tickets, or searching tickets — improving self-service and reducing manual intake.

Approval automation & delegation

Role-, location-, and designation-based approvals with actionable approve/reject in emails, auto-delegation for out-of-office approvers, and follow-up reminders until action.

Service Levels & Priority Matrix

Catalog items used impact + urgency to auto-calc priority and apply SLA targets.

Dashboards & stakeholder views

Custom dashboards were built for Requestors (HR, Finance, IT), IT (Engineer, Manager), and Stakeholders (Region-wise + Global) to present curated KPIs and actions.

Key features implemented

  • Automated assignment rules and routing to ERP/BI/CRM queues.
  • Parent-child ticket workflows for onboarding and multi-step processes.
  • AD account provisioning and mailbox conversion automation.
  • Chat-driven ticket creation with pre-population and ticket-append features.
  • Predictive alerts for equipment and scheduled maintenance.
  • Centralized CMDB and asset tagging for every plant device.
  • SLA automation via priority matrix and daily reminders for approvals.

Metrics — Outcomes & Impact

  • Incident resolution time — Average Mean Time to Resolve (MTTR) reduced by 45% due to automated routing and richer ticket context via the CMDB. (Benefit from ServiceNow ITSM for manufacturing.)
  • Onboarding time — Employee provisioning end-to-end time reduced by 60% through Workday integration and automated AD account creation.
  • Ticket reassignment reduction — Reassignments dropped 30% after routing and profiling rules were implemented.
  • SLA compliance — SLA attainment improved from 72% to 92% after priority matrix and SLA automation.
  • Unplanned downtime — Predicted and avoided incidents reduced unplanned downtime by 25%, driven by predictive maintenance in manufacturing and ITOM alerts.
  • CMDB completeness — Asset discovery and reconciliation achieved 98%+ asset coverage across plants (ServiceNow CMDB for manufacturing).
  • Employee satisfaction — Internal CSAT for support rose to 4.5/5 for the first quarter post-launch (survey via Virtual Agent).
  • Operational visibility — Stakeholder dashboards reduced status-reporting time by 70%, enabling weekly operations reviews to focus on action rather than data collection.
  • Automation throughput — Routine approval and provisioning tasks automated to handle 3x the previous volume without increasing headcount.

Client Testimonials

“The transformation was immediate — we now resolve plant issues faster and have clear ownership. The self-service chat and asset visibility have been a game-changer for operations.”
— Head of Operations
“Employee onboarding used to be a day-long manual process. With automation, provisioning and access are completed within hours, improving productivity and compliance.”

— Head of IT Services

Conclusion

This project shows how ServiceNow for Chemical Manufacturing can deliver practical business value: faster resolution, fewer production interruptions, secure and auditable approvals, and confident operational visibility.

By combining ServiceNow ITOM for manufacturing plants, ServiceNow CMDB for manufacturing, and ServiceNow manufacturing process automation, organizations can move from reactive operations to proactive, predictable industrial support.

If you’re looking to improve asset visibility, automate approvals, or introduce predictive maintenance, LMTEQ can design and deliver a solution that fits your plant, compliance requirements, and people.

Contact us to learn how ServiceNow for industrial operations and ServiceNow asset management for manufacturing can be applied to your environment.

As an AI-powered transformation partner, we help businesses unlock potential with ServiceNow to achieve faster, high-quality outcomes.

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