ServiceNow Success Story – Dundee Precious Metals

ServiceNow enables Dundee Precious Metals to align IT and business operations to its global service strategy and business goals.

Dundee Precious Metals is a international mining company engaged in the acquisition, exploration, development, mining and processing of precious metal properties in Canada, Bulgaria, Namibia and Serbia.

Working with ITCE, Dundee Precious Metals planned a phased approach to shape a new IT Service Management and IT Business Strategy and introduced ServiceNow as the leading and innovative platform to underpin this strategy.

Due to the significant scope and impact of the change, ITCE worked very closely with the key customer representatives, coached the power users over an extended period of time and participated in stakeholders meetings to ensure the user adoption and project success.

ServiceNow Solutions Implemented:

  • IT Service Management
  • IT Business Management


  • IT is able to plan all initiatives and demands of the business, have full visibility of the availability and capacity of resources to make informed decisions on the portfolio.
  • Enablement of a more advanced and efficient collaboration between IT and business.
  • Higher end-user and employee satisfaction due to the user friendly Service Portal and ServiceNow backend’s flexibility.
  • Faster handling of new incidents, service requests, changes and demands due to the transparency on the progress, responsibilities, resources and record’s states.

ServiceNow Go-Live in Dundee Precious Metals in Chelopech:

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