INDEX. Our tales of Success

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1 INDEX Our tales of Success A) ITSM - Information Technology Service Management B) ITOM - Information Technology Operations Management C) GRC - Governance, Risk and Compliance D) ITBM - Information Technology Business Management E) Security Operations F) Customer Service Management G) Human Resources Service Management H) A tiny tale from our Staffing Process

2 ITSM Information Technology Service Management or ITSM automates service management and makes room for smarter automated decision. One of our pharmaceutical clients had various third party tools including JIRA. Their problem was pretty common, like with our other clients. Thousands of requests or tickets were raised on daily basis and a majority of these tickets were similar or practically same. Due to a relative rigidity of JIRA, customisation is not possible. Hence it took many manly hours to resolve the same tickets, one by one. Can you imagine the impact ServiceNow had on their service desk? The total number of tickets came down to approximately 500 instead of 2000, on the daily basis and improved the workflow drastically. This saved their man hours and enhanced the efficiency manyfold. Our client was amazed at the quick implementation of ServiceNow and its smooth integration with JIRA. There were hardly any issues related to its adaptability and with ServiceNow ITSM, their manual work reduced drastically. Similar tickets were responded to or closed collectively. We have gained a long term relationship with our esteemed client and continue to serve their organisation. Our another client, who are a leading financial company in Canada, wanted offshore support with BMC remedy and

3 integration of ServiceNow. Both BMC remedy and ServiceNow are two of the leading ITSM technology tools. Needless to say, the have their pros and cons and can work great in coordination or proper integration. Our team of experts led the integration and achieved success by using bidirectional data importation and mapping between the two sources. Since ServiceNow was implemented far more easily, could be accessed from anywhere without any other software and is more secure, our clients were extremely content with their decision. In yet another case, we were contacted by a fast growing online retailer to help them in their service portal. A lot of their work involved placing orders, delivery, customer queries etc and they wanted a self service portal to have more options to reduce manual intervention and provide real time information. For their employees, an easy and efficient user interface was needed given the kind of industry they were in and unprecedented number of orders coming in. They wanted a service portal which could simplify their workflow and increase efficiency. With ServiceNow portal a lot of intuitive information was available to them and they could place an order, raise a request, check knowledge center, check status of requests and a lot more. They were able to edit pages and widgets which helped them a lot, given the dynamics of their industry. It improved their overall performance drastically and hence another successful client story.

4 ITOM ITOM or IT operations management enhances visibility of its infrastructure and services along with preventing service outages. It helps to communicate with outside devices through orchestration. Our client who are into cement manufacturing in Asia, wanted solutioning for their vast operations and technology. In their kind of business, Integration of technology with operations is a must. With ServiceNow, they were able to move from manual data entry in their CMDB, to an autonomous one. We ensured them about any probable security issues and went on with the integration. We created new probes and sensors to fetch certain attributes of CIs without giving pseudo and root privileges to those commands. Our process gave our client the capability to discover their data centers and cloud environment, enabling them to manage their assets better. Another happy client in our kitty!

5 GRC Governance, Risk and Compliance or GRC is a structured approach to align IT with business objectives and effectively manage risk. The main motive is to be compliant with the regulations and mitigate risk. Our client who is into manufacturing Dye, wanted to automate vendor engagement and onboarding process. They wanted to monitor the level of risk from their vendors and struck a deal with us to assist them. With ServiceNow GRC, they were able to focus on controlling and mitigating risk factors which could have jeopardized their end goal. They were also able to remove obstacles while staying compliant and hence enhance their performance and efficiency. Our experts classified vendors into different risk tier levels, based on the level of trust with the vendors, their reputation and past negotiations. Catalog item was created to gather vendor data and business rules and scripts were associated with it to determine if a vendor record existed in the system database. Post this, workflows were created to ensure direct team management and facilitation.

6 ITBM ITBM or IT Business Management provides assistance in managing client instance along with demand and resource management. Understanding an organisation s challenges and requirements is quite tricky. With ServiceNow we can simplify this. Our multinational beverages client was looking for solution to their business management issues. With ServiceNow ITBM, we transformed their Business Management. We were able to generate reports of high risk threats and Incidents. Also, easy access interface was created to allow the clients to trace back any authorization (change) if granted.

7 SECURITY OPERATIONS Security operations module of ServiceNow assists you to automate and secure your system from unforeseen security breaches and hacking attempts. It is a proactive approach that automates your security operations and integrates with the other tools to bring them under the same platform. Recently there was a security breach at a local bank. A small chunk of their customer database was out and they faced a huge crises. We immediately stepped in and controlled the situation. The breach was controlled and no loss of funds was reported. The customers were asked to change their passwords immediately and security was restored. We can t fathom the impact this would have had, incase the hacking was successful.

8 Customer Service Management ServiceNow Customer Service Management enables you to engage your customers or clients effectively along with resolving their problems or queries proactively. It can enhance the customer satisfaction quotient as well as productivity of your resources. A grocery startup, based out of Asia, was facing issues with the unprecedented number of orders and delivery issues. This led to a continuous outbreak of complaints on social media and hence bad publicity for the growing company. Their troubles had just begun and we pitched in to find solutions for them. With ServiceNow Customer Service Management, we were able to bring all their teams like Customer Service, Operations and Delivery, Social Media and Technology on the same platform which drastically reduced their response and resolution time and hence a delightful customer experience.

9 Human Resources Service Management ServiceNow HR management can actually help your firm to have a highly customized and automated workflow. Using this technology, we can build a completely automated and most efficient onboarding process. It will cover every process, step by step with very little human intervention. Moulding it as per your business needs and requirements, we can ensure infinite possibilities. One of our clients happily shared information with us about how they were able to reduce the workload of their resources by 60% and had their productivity increase by 75%. Their overall costs also plummeted and helped them to save 13 million in a quarter. Isn't that fascinating?

10 Our tiny tale from our Staffing Process A mid size IT solutions company wanted to enter the African market. The co-founders had a vision of offering equal opportunity for talent available in African market and increase employment. The problem was how should they begin? What resources would they need? Costing? We set up a team which specifically catered to their needs and requirements. After a few scoping sessions, a blueprint was submitted and after its approval we started working on their vision as our own. We were able to partake in their goal and helped many people get a job they deserved. All stakeholders were more than satisfied and a virtual office was set up within 6 weeks. Thankfully we continue to work for this client and are able to convert their vision into reality every time.