ServiceNow is a robust IT service management (ITSM) tool that can manage all managerial aspects of your business, including IT forecasting, IT support, delivery, and security, and setup. So, how can ITSM help your business? Let’s have a look at a company that used ServiceNow to replace its legacy systems, and how it fared.
Case Study: ServiceNow Help Increase IT Transparency And Integration
A leading global wholesale insurance provider was facing many challenges:
- Multiple disparate processes, tools, and vendors with overlying functions
- Absence of any accurate or dedicated reporting
- Long time to market due to complicated environment
- Unable to be ITIL compliant
The company, like many mid-sized global companies, had acquired too many different IT tools, and were unable to manage them independently. They decided to consolidate IT systems via ServiceNow to streamline operations.
ServiceNow For Unified Record Keeping
The company was running mix of around 20 home-grown and third-party tools that had its own management and data storage. These were hugely slowing things down. Using the ServiceNow IT Service Automation Suite, the company replaced the 20 separate service management tools that hugely increased agility.
Self‑Service
Using the ServiceNow Service Catalog, 13,000 employees now had access to over 30,000 items inside a centralized portal. The portal was now capable of handling more than 1,300 service requests per day, mostly initiated by automated processes.
Visibility And Insight
Using ServiceNow as a comprehensive database, all data was now being captured to a single source. Separate lagging IT tools were replaced with dashboards and reports that presented reports in real-time and know the status of each request. The team now also has access to workload planning and resourcing, has better visibility and insight into developing issues, establish service level agreements (SLAs).
Integration
The automation and consolidation brought about by ServiceNow could now been extended to other departments across the company. For example, the HR department now had access to automated employee on-boarding.
Thus, the company had successfully found a strategic platform in ServiceNow upon which multiple core ITSM processes, applications and interfaces were integrated, showing significant results and improvements. Want your company to be next?
ServiceNow ITSM
ServiceNow can help you attain your ITSM change with clear goals, and a clear path of measuring your success. ProV, a premier global MSP are preferred partners of ServiceNow products. We provide dedicated services for incident, problem, change, release, asset, and knowledge management, and more that ensures your smooth implementation and builds optimum adoption rates.
Our established processes give you an instant advantage over your competitors, and drive up your IT efficiency, governance, and regulatory compliance. To learn more about our full range of services, drop a comment below or contact us today.
