Partner: Sigital
Timeline: 2021 to presentÂ
ServiceNow Modules deployed: Field Service Management (FSM), Hardware Asset Management (HAM), Software Asset Management (SAM), Asset Core, Incident Management, Problem Management, Request Management, ServiceNow Discovery
A hospitality giant operating multiple cruise brands across North America needed a faster way to keep ships running. Maintenance engineers aboard vessels were logging and tracking repairs through fragmented, manual processes, slowing turnarounds on critical mechanical and structural work. Behind the scenes, three independent brands ran on inconsistent ServiceNow configurations with overlapping configuration items, onboarding and offboarding requests scattered across disconnected catalog items, complex SailPoint identity integrations creating administrative backlogs, and core business workflows still bottlenecked inside legacy SharePoint InfoPath forms. In 2021, the company partnered with Sigital to address these problems in sequence, starting with the most operationally urgent one.
Field Service Management for ship maintenance
Sigital delivered a ServiceNow Field Service Management proof of concept in three weeks from initial contact. The prototype digitized the work order lifecycle for roving ship maintenance teams, giving engineers mobile access to schedules, task checklists, and asset dependencies while at sea. The build held up well enough that it became the direct foundation for the production system, skipping a separate validation phase.
A Committed Capacity framework for ITSM and ITAM
Sigital and the client signed a three-year Committed Capacity agreement covering Asset Core, HAM, Incident, Problem, and Request Management. The work included:
– Governance and backlog remediation: Sigital’s team cleared existing workflow backlogs and established clear platform ownership across the three brands.
– Asset visibility: HAM and SAM gave the company standardized tracking of hardware and software from procurement through decommissioning. A six-month architecture residency deployed ServiceNow Discovery and mapped assets into the CMDB.
– Catalog consolidation: Onboarding and offboarding requests, previously spread across disconnected catalog items, were unified into a single automated structure, cutting processing time.
Retiring SharePoint
Sigital’s managed services team migrated legacy SharePoint InfoPath forms into native ServiceNow workflows, retiring the associated license costs and moving end users onto a single platform instead of two.
Results
- A three-week FSM prototype went directly into production, improving shipboard maintenance turnaround without a separate build cycle.
- Governance is now unified across three brands, removing duplicate configuration items and giving the platform a single owner.
- SailPoint identity integration and access provisioning no longer generate the backlog they once did.
- Legacy SharePoint InfoPath forms are retired, moving employees onto ServiceNow for workflows that used to live in two systems.
- The relationship has grown from a single proof of concept into a $1M annual contract value managed services engagement, renewed in 2025.
What started as a narrow fix for ship maintenance became the basis for a broader platform strategy: one governance model, one asset system, and one place for employees to submit requests, across a company running three brands and a global fleet.