Client Stories
Service Now Case study | Managing a major IT transformation in a shifting landscape
Challenge
The client, a multinational organization with 6000 employees operating across 23 countries, faced challenges with its existing legacy ITSM system, which only partially met its business requirements. This resulted in inconveniences during the planning, management, and resolution of IT service issues. Consequently, the client made a strategic decision to transition to ServiceNow and sought expert guidance for the seamless implementation, customization, and configuration of the new system.
A primary objective was aligning the system with the client's business workflows to introduce ITIL processes for service transition and service operation. This initiative aimed to ensure consistency in IT services across regional departments, addressing following challenges that had previously led to a lower return on investment (ROI).
- Inefficiencies in the helpdesk contributed longer resolution times deteriorating IT branding strategy, impacting overall effectiveness.
- Lack of defined SLAs and zero visibility on raised incidents/problems created additional hurdles for both helpdesk staff and employees.
Our Approach
Leveraging an extensive comprehension of ITIL practices, our ITSM experts successfully implemented ServiceNow solution encompassing Incident Management, Request Fulfillment, Change Management, Configuration Management, and Knowledge Management. This project facilitated the company in achieving a unified and standardized approach to IT service management across its global operations spanning 23+ countries, yielding the following outcomes.
- Improved service experience extended to customers, including a branding shift to IT Service Desk.
- Formal change control implemented organization-wide, resulting in defined SLAs.
- Consolidated all helpdesk operations into a single system for enhanced efficiency.
