Client Overview

A global business advisory services firm providing corporate training & consulting and facilitating leadership & excellence for their client’s in their respective industries.

Business Need

To replace Solar Wins , Zen Desk & Gold Vision with a ServiceNow based IT Service Management Platform for end users – IT Helpdesk & application teams for

  • Incident Management: To automate reporting & tracking of single or group of incidents
  • Problem Management: To configure an application workflow to deal with the change
  • Change Management: To control the request-manage-approve process and the changes that modify organization infrastructure
  • Service Request Management: To provide a customer facing view of service & product offerings
  • Reporting: To receive OOB reports

Key Features

  • Incident Management

    • Automated interface between event management & incident management tools to enable categorization of incident types and their resolution
  • Problem Management

    • Configured OOB best practice problem management workflow
  • Change Management

    • Standardized methods and procedures for efficient & prompt handling of changes
  • Service Request Management

    • Structured & well defined service catalog encouraging customers to serve their own needs
  • Reports

    • Configured OOB reporting
  • Streamline support for up to 70k users
  • Integration with Active Directory

Benefits

  • Increased efficiency & productivity of support teams
  • Optimized business risk
  • Better end-user uptime and satisfaction
  • Improvement in achievement of service level targets
  • Reduced TCO