Improving Visibility for the Future

Pace Bus Services covers more miles with better IT service management


Pace Suburban Bus Service is a local public transportation agency serving residents of 284 municipalities in six counties surrounding the city of Chicago. Pace offers affordable and environmentally responsible transit options for more than a hundred thousand riders a day, covering an area about 15 times the size of the city of Chicago.

Pace's innovative approach to public transportation includes a forward-thinking approach to IT, which has helped it become an industry leader. The company depends on a complex IT service management environment that supports numerous processes, demand, project and portfolio management, and time reporting. But the complexity had increased over time and the agency needed to better manage, monitor, and report on all its IT service management processes. To operate more efficiently, it needed to improve visibility and enable its users to report time against both IT operational and IT project work in one system.


CAI configured the agency’s ServiceNow® IT service management (ITSM) tool to streamline the management of the organization’s incidents, requests, service catalog, service portal, knowledge, problem, change, configuration, discovery, demand, project, portfolio, resource and time sheet functionality. By consolidating the agency’s ITSM systems in one place, CAI created a solution that continues to collect valuable data over time.


Pace Bus now has the ability to execute its ITSM processing in one system of record. This dramatically increases its visibility into its IT work and enables it to track resource time for both operational work and project work, so it can allocate resources more efficiently and make valuable process improvements.

Because the application was implemented according to ITIL processes and development best practices, it offers unique functionality, including customized project approval process and time-sheet reporting, in a way that retains scalability of the solution and helps the organization meet the needs of the business.

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