Full ITSM Implementation
Challenges Presented
- The organization wanted to streamline its IT service management processes to improve IT efficiency, enhance the employee experience, increase transparency, and accelerate issue and service request resolution.
- Workload for employees had increased to an unsustainable level interfering with day-to-day productivity.
- Reporting to stakeholders was challenged by multiple systems, manual processes, and a lack of clear deliverables.
Proposed Solution
- Incident Management
- Problem Management
- Change Management
- Full Configuration of Self-Service Portal
- Configuration of Knowledge, Incident, Problem, and Change Management
- Established Service Catalogue as well as an application for the Project Management Office
- Virtual Agent as well as Process Manager and Executive Dashboards
Results Achieved
- Systems have now been unified through the ServiceNow portal
- Both internal and public-facing applications have a common interface for ease of use
- Resources can now be effectively assigned, and training processes are more efficiently based on a common system
- A project roadmap has been developed using the same implementation and training model for all ongoing and future planned implementations.
