Resources

ITSM Managed Services Case Study

1

Business Challenges

  • The client’s implementation of ServiceNow was riddled with bugs. The client wanted a strong partner that could both support and improve the existing implementation as well as configure and deploy additional applications identified to as part of their overall ITIL 2021 roadmap.

2

Business Benefits

  • Helped drive the redesign of the client’s work-intake model

  • Created ServiceNow Support Manual and established routine system health check to proactively identify issues

  • Transitioned from one-off change implementations to deployments via planned releases

  • Engaged the client testing team to refresh ServiceNow test scripts and to provide support of major releases

  • Deployed releases successfully and timely with no major defects or lost productivity

  • Resolved long standing issues including a Security Design issue which was allowing users to make unauthorized changes

  • Drove effort to upgrade platform from Quebec to Rome, a key milestone on the 2021 project goals

3

Services Provided

  • L2/L3 ServiceNow system administration services of existing implementation

  • Applications supported :

  • Incident management
  • Knowledge management
  • Change management
  • Configuration management
  • Release management
  • User Administration
  • Asset management

  • Development support for minor enhancements

  • Utilize experience and best practices in service transition and operations processes to continuously improve and stabilize the ServiceNow platform

4

Platform

  • ServiceNow ITSM