Reframing Workplace Operations with 40% Faster Maintenance Response & 25% Higher Space Utilization

About Client

The client is a leading offshore oil and gas operator headquartered in Doha, Qatar. Established in 2016, it is a joint venture between two global firms.

The company leads the development and production of the Al-Shaheen oil field—one of the world’s largest offshore fields. Its operations span drilling, production, field redevelopment, and reservoir management.

With a strong focus on asset integrity and advanced technologies, the company drives  operational efficiency and enhanced recovery. It plays a key role in supporting Qatar’s energy security and long-term hydrocarbon strategy.

Industry Context

Energy operators are rethinking workplace and facilities management to support distributed operations, field workforce mobility, and compliance-heavy environments. As operations scale, manual coordination and siloed systems limit visibility into assets, space utilization, and maintenance performance, making it difficult to manage efficiency, governance, and cost at scale.

In this landscape, the absence of unified workplace platforms creates systemic inefficiencies in planning, execution, and oversight. These gaps directly impact workforce productivity, asset reliability, and the ability to operate with consistency across locations.

For the client, these industry-wide challenges were reflected in fragmented workplace processes, limited operational visibility, and increasing pressure to scale workplace services in a controlled and efficient manner.

Key Challenges

• Fragmented workplace processes across emails, spreadsheets, and disconnected tools limited coordination and transparency
• No centralized system for workspace reservations, leading to conflicts and underutilized capacity
• Limited visibility into space utilization, occupancy trends, and workplace demand
• Inefficient asset and inventory tracking created accountability gaps and excess procurement
• Reactive maintenance processes increased downtime risk and weakened vendor oversight
• Inconsistent employee experience due to lack of a unified self-service interface
• Absence of mobile enablement constrained field technicians and delayed execution
• Limited automation across workplace workflows increased manual effort and reporting overhead
• Lack of consolidated dashboards restricted data-driven decision-making and governance

LTM’s Solution

LTM implemented a unified workplace management ecosystem using ServiceNow Workplace Service Delivery (WSD), transforming fragmented processes into a digitally governed, scalable operating model.

• ServiceNow WSD was deployed as the central platform, integrating reservation management, move orchestration, maintenance, inventory, and workplace services into a single system. A unified portal experience enabled employees to manage reservations, raise requests, and access workplace information with real-time visibility.

• Workplace operations were restructured through automated workflows for reservations, moves, asset allocation, and maintenance. SLA-driven processes improved service governance, while preventive maintenance frameworks reduced operational disruptions. Structured inventory lifecycle management enhanced asset accountability and planning.

• To support field operations, ServiceNow Mobile enabled technicians to manage work orders, approvals, and updates in real time. Interactive dashboards provided leadership with insights into utilization, maintenance performance, and service demand.

• Cross-functional collaboration across facilities, IT, and operations teams ensured alignment with compliance, safety, and scalability requirements. The solution established a standardized, automation-led workplace model designed for operational efficiency, governance, and long-term growth.

Key Capabilities Delivered

• Workplace reservation and space management
• Move and relocation orchestration
• Asset and inventory lifecycle management
• Preventive and corrective maintenance workflows
• Unified workplace portal and directory
• Mobile-enabled field service operations
• SLA-driven workflows and governance controls
• Real-time analytics and operational dashboards

Business Benefits

Established a unified digital workplace platform

Centralized reservations, maintenance, inventory, and space operations, enabling end-to-end visibility and a single source of truth.

Reduced manual coordination effort by 35%

Workflow automation across moves, maintenance, and asset processes improved efficiency and reduced administrative overhead.

Improved space utilization by 25%

Real-time occupancy insights and structured location hierarchies enabled better capacity planning and infrastructure optimization.

Accelerated maintenance response by 40%

SLA-driven workflows and mobile enablement improved asset reliability and field execution speed.

Strengthened governance and compliance controls

Standardized processes, role-based access, and audit-ready reporting improved traceability and data-driven decision-making.

Conclusion

LTM enabled the client to transition from fragmented workplace operations to a unified, ServiceNow WSD–driven model. The transformation improved visibility, governance, and execution across reservations, maintenance, inventory, and space management.

With a scalable, automation-led foundation now in place, the organization is positioned to continuously optimize workplace performance and adapt to evolving operational needs. The platform also creates opportunities to expand analytics-led planning, enhance field productivity, and further integrate workplace services into broader enterprise workflows.

Solutions by LTM are built to Outcreate the ordinary.
To learn how LTM can help modernize global HR service delivery with ServiceNow and AI-powered platforms, contact LTMServiceNow.Communication@ltm.com