RCS Netherlands is a subsidiary of the Thales Group, a multinational company providing integrated systems for the aerospace, defence, transportation and security markets. Challenges they faced included engineer time focused on handling critical breakdowns of near end‑of‑life ticketing equipment, with no planned maintenance or upgrade strategy for hardware in the field. Engineer idle time was around 450 hours per month, due to reactive approach to incident management. Thales implemented ServiceNow’s Customer Service Management solution and so far results have included reducing engineer idle time by 66 per cent and no more than 30 minutes per day per engineer, saving time of eight engineers which can now be applied to new work, and achieving about 99% availability of engineers.