PTC is a global technology provider that helps companies transform how they create, operate, and service products. PTC’s customers rely on their cloud‑based software services to be highly available and responsive while controlling the cost of service delivery. PTC was plagued with a mix of disconnected tools and manual processes that hindered visibility and control. They turned to ServiceNow to enhance service quality across their Amazon Cloud environment. Now, automation has reduced incident resolution times from hours to just minutes.