Transforming IT Operations for World’s Largest Chocolate Producer

The world’s largest chocolate producer operates more than 60 production facilities and employs over 13,000 people worldwide. In 2023, the company launched a strategic transformation to get closer to customers, simplify operations, and embrace digitization.

A key element of this transformation was modernizing its IT operations. The company’s existing IT Service Management (ITSM) system was no longer aligned with its business needs, and with its license set to expire in just 4.5 months, the stakes were high. A missed deadline would mean major costs and operational risks, and making a smooth and rapid migration to a new platform was a necessity.

To help them accomplish this, our migration specialists at Plat4mation successfully executed a structured yet flexible migration to ServiceNow, delivering an ITSM platform that supports multiple business functions.

Challenges

• A critical deadline: the existing ITSM system had to be fully replaced before its license expired, giving the team a fixed 4.5-month window to complete the migration.
• Evolving business priorities: the company was undergoing a larger organizational shift so project’s goals, milestones and even stakeholders had to be adjusted along the way.
• Need for simplicity and scalability: the new system needed to support multiple functions – including IT, HR, Finance, and Security – leveraging ServiceNow Out of the Box available features and expand as the company grows.

Solution

To meet the tight deadline without compromising quality, Plat4mation delivered a structured, yet flexible approach focused on speed, stability, and long-term value.

1. Focused, business-centric implementation

Rather than over-engineering a complex system, our team prioritized what mattered most: getting the core ITSM platform up and running quickly while allowing room for future improvements. The focus was on creating a solid, functional system that met immediate business needs without unnecessary complications.

2. Proactive, strategic execution

While the company navigated a period of organizational change, Plat4mation provided clear guidance and structure to keep the project running smoothly. Decisions were made quickly and effectively and the implementation stayed aligned with the company’s business objectives.

3. Practical training materials

A transformation of this scale meant employees needed to quickly get up to speed with the new system. To make the transition as smooth as possible, Plat4mation created over 100 short, practical training videos tailored to different teams and roles. This hands-on approach ensured that employees could start using the system with confidence from day one, reducing downtime and minimizing frustration.

Results

Despite the challenges, the company successfully transitioned to its new ServiceNow platform within 4.5 months, achieving key business objectives:

• Seamless migration with zero (major) operational disruption: the new system was fully operational before the previous one was decommissioned, preventing any downtime.
• Significant cost savings: by completing the migration on time, the company avoided €400,000 in additional licensing fees.
• A future-ready ITSM platform: the new system now supports IT, HR, Finance, and Security – integrating processes where needed whilst remaining compliant.
• Stronger user adoption: the training materials in the form of micro-learnings gave employees the knowledge and tools they needed to start using the new platform effectively from day one.