On August 26, 2025, the 4MATT, in partnership with ServiceNow, held the Go Live Cake with the ONR. The event is an important milestone for the digital transformation IT service management and customer service.
The event symbolized the successful completion of the implementation of the modules ITSM and CSM on the platform ServiceNow. This brought greater efficiency, traceability, and integration to the client's processes. As with all Go Live Cakes, the celebration included moments of integration, project presentations and, of course, the traditional cake, representing the collective achievement.
The project included experts from 4MATT, represented at the event by: Marcelo Theophilo (Service Director), Gustavo Baerwaldt (Head of ServiceNow), and Erik Ferreira (ServiceNow Consultant).
Project objective
The main objective was to implement the ITSM (Incident, Request, Problem and Change Management) and CSM (Customer Service Management) modules in ServiceNow, creating a single management platform that would serve both the internal team and end consumers.
Among the highlights of the delivery:
- Structuring processes aligned with ITIL good practices.
- Automation of notifications, reports and dashboards.
- SLA parameterization for greater control and visibility.
- Customization of portals (employee and consumer) with your own visual identity.
Scope and integrations
The project included the complete parameterization of native ITSM and CSM resources, with a focus on usability and integration. Among the main points of the scope:
- Google Integration (CcaaS and Single Sign-on).
- Integration with EntraID for user provisioning.
- Simplified login by token, without the need for a username and password for consumers.
- Inbound Email Action, ensuring greater convenience in recording calls.
- Interactive dashboards for real-time monitoring.
These deliveries were fundamental to bringing more efficiency and agility to the day-to-day operation.
During the project period, the 4MATT team worked side by side with the ONR and ServiceNow teams, ensuring that all phases were carried out with quality and focus on the value delivered to the customer.
The difference was the ability to meet not only the initial requirements of the proposal, but also the additional demands identified throughout the process, adding even more value to the final result.
Results
The client demonstrated great satisfaction with deliveries and highlighted the project's relevance to the evolution of its digital journey. Among the main results:
- Centralization of management of IT services and customer service on a single platform.
- Greater traceability of the information.
- Ease of monitoring with custom dashboards.
- Solid foundation for continuous improvement of the processes.
Benefits obtained
The benefits of the Go Live Cake ONR project are clear and impactful:
- Single platform for IT management and customer service.
- Processes aligned with ITIL best practices.
- Greater operational efficiency with task automation.
- Reduction of risks and operational failures.
- Fluid integration with systems already used by the client.
This implementation not only modernized service management but also created conditions for sustainable and innovative growth.
The Go Live Cake ONR Cake
As a tradition at Go Live Cake events, a celebratory cake was a must. It symbolized the achievement and celebrated the partnership. success between 4MATT, ServiceNow and ONR.
More than a moment of celebration, the cake represents the unity, trust and collective dedication that made the delivery of this great project possible.
Conclusion
This Go Live Cake ONR marked the delivery of a project, but also the inauguration of a new phase of efficiency and innovation in service management. With the support of 4MATT and ServiceNow, the client now has a robust, integrated, and future-proof platform.
Want to transform your IT and customer service operations? Learn more about how 4MATT can support your digital journey.
