Operational Excellence & UX
Domain: Cloud & IT Infrastructure Platforms
Industry : Chemical Engineering and Manufacturing
Challenge
Fragmented IT support systems and teams, multiple support tools , and poor measurement and lack of KPIs resulting in high impact business disruptions and poor customer experience
Our approach
Implement a unified service desk and service management tool with defined service levels. ation. Business case was built around improved customer satisfaction targets, cost savings through reduced business disruption and reduction of legacy tools and multiple systems.
Outcome
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Unified support processes successfully implemented on ServiceNow
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Reduction in business disruption – targets met as measured monthly post Go Live
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SLAs / KPI targets including customer satisfaction levels met post Go Live
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Legacy tools and service desks decommissioned – meeting the savings target post Go Live
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Transparency in reporting driving improvement in the support received by business users
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Improved assets management – asset accuracy targets met post Go Live
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Problem management implemented – improvement in RCA and overall incident reduction
