Challenge

The organization was experiencing significant inefficiencies within its service operations, resulting in prolonged resolution times and an overall decline in service quality. The absence of a true omnichannel support structure further limited their ability to deliver a consistent customer experience. Additionally, the IT landscape suffered from recurring duplicate incidents and ineffective operational processes. Challenges surrounding the accuracy, consistency, and integration of Configuration Item (CI) data also hindered visibility, governance, and decision-making across the enterprise.

Solution

The company implemented a unified and automated service ecosystem designed to streamline operations and enhance service delivery, supported by the capabilities of ServiceNow.

The solution included:

• CSM to optimize customer service through a self-service portal, comprehensive knowledge management, and sustained support
• ITOM Event Management to enable efficient event filtering, centralized monitoring, and improved operational readiness through targeted training
• CMDB enhancements that consolidated CI data, strengthened relationship mapping, and integrated asset tagging for improved traceability and governance

Technology Used

‍ServiceNow Customer Service Management, ITOM Event Management, and Configuration Management Database

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