The Need
Our customer, a leading MVNO player from US was facing multiple challenges in managing their IT Services and Operations involving various platforms and complex processes in place. Some of the major challenges were:
- Inefficient IT Service Management: Legacy systems like Zendesk and other fragmented tools were leading to slow response time and increased downtime.
- Manual processes - for incident management, change management, and asset tracking led to errors, inconsistencies, and delays.
- Lack of change management: - Each team worked in silos and the changes deployed had no proper approvals
They were looking for a technology partner who could implement and deploy the ServiceNow platform to overcome these challenges.
Impacts Delivered
- Enhanced Compliance: The customer achieved much better compliance with industry regulations, and hence reduced the risk of costly fines and penalties.
- Better Decision-Making: Real-time visibility into IT operations enabled the client to make data-driven decisions, improving overall IT service delivery.
- By implementing ServiceNow, the Customer successfully transformed its IT service management processes, leading to improved efficiency, cost savings, and enhanced user satisfaction.
Our Solution
To address these challenges our Customer partnered with ServiceNow to implement a comprehensive IT Service management (ITSM) solution.
Service Now ITSM implementation
- Incident Management: Automated incident logging and routing to appropriate teams, reducing response times and improving resolution rates. The service Portal was introduced to enable end users to login incidents/requests which then routed to the respective teams based on the incident raised.
- Change Management: A CAB approval process was put in place, ensuring that all changes were documented, reviewed, and approved, reducing risks and ensuring compliance. This resulted in teams being notified for any change. Also, an audit process was put in place to validate all the changes against the system.
Automation and Workflow
- Automated routine tasks such as password resets, software provisioning, and user access management, freeing up IT staff to focus on more strategic initiatives.
- Implemented self-service portals for employees, allowing them to resolve common IT issues independently, reducing the burden on the IT helpdesk.
Enhanced Visibility and Reporting
- Integrated real-time dashboards and reporting tools, providing the IT leadership with insights into service performance, compliance status, and areas for improvement.
Salesforce <> ServiceNow Integration
- We established an integration between Salesforce and ServiceNow to automate the Account and contact sync.
- Since, Salesforce is licensed and limited to only the internal Sales department, the other teams won't have access to the customer data and the products the customer has purchased or platforms the customers has tied up with.
- With this integration, this information is available in ServiceNow. A customer record holds the other product/platform information in ServiceNow.
Tools & Technologies
