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
