Streamlining Processes and Service Delivery for Leading IT and Cybersecurity Provider

Customer Profile

A leading provider of Managed and Co-Managed IT, Cybersecurity, and Private Cloud Services.

Business Challenge

The client faced challenges with data spread across multiple tools and lacked standardized processes for procurement, incident, and resource management, negatively impacting customer experience.

Scope of Services

The solution involved streamlining the client s processes and implementing configurations for various processes, including:

• Standard Case
• User Management Case
• Strategy Case
• Procurement Case
• Incident to Case
• Integrations

Solution Highlight

• Configured over 200 artifacts including tables, UI actions, client scripts, business roles, and workflows
• Configured ServiceNow virtual agent for intake, facilitating intuitive knowledge search and request submission through the customer portal
• Implemented more than 8 application integrations with ServiceNow, in collaboration with the client s service providers

Customer Benefits

• Achieved a more streamlined process configuration, enhancing operational efficiency and customer experience
• Enabled an intuitive means for customers to search for knowledge and submit requests via the virtual agent
• Enhanced service capabilities through extensive integrations with ServiceNow, improving service delivery and management

Modules Used

• ITSM (IT Service Management)
• CSM (Customer Service Management)
• Integrations for enhanced connectivity and functionality
• Virtual Agent for automated customer interactions
• Agent Workspace for efficient case and incident management