Putting everything on the same page
A dedicated team of process/business analysts, developers and architects used their experience with ITIL, LEAN and Agile to build a new system using ServiceNow. As part of the implementation, we integrated:
- Microsoft SCCM
- Active Directory
- MS Exchange
- SolarWinds / Nagios
This approach enabled us to centralise ServiceNow as the business’s single source of truth. By having live, synchronous updates of their information, the client could have confidence in the security and accuracy of their data. We also developed several complex workflows (i.e., joiners, movers and leavers) from their HR system and integrated them into ServiceNow.
Hitting deadlines
Given the volume of tickets the client receives each day, it was critical that end users could get support and guidance as quickly as possible. We built a dedicated self-help/service portal for them that significantly boosted call deflection and enabled users to resolve their requests faster than before.
The ServiceNow migration also produced the following tangible benefits:
- 50% faster incident resolution
- 80% reduction in errors
- 80% reduction in manual effort
- 50% increase in data accuracy
Surveys revealed a significant increase in customer satisfaction. Automation also empowered the client with sufficient data to help better inform their future workflows and decision-making. The presence of a scalable ServiceNow solution also allowed the client to iterate and upgrade in a matter of weeks instead of months.
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