Overview
Client is a 100-year-old leading publishing company headquartered in New York with $1.8B in revenue. They publish Digital and Paper content for young readers.
INDUSTRY
Media & Publishing
SERVICES/PLATFORMS
ITSM, Implementation
A renowned 100-year-old publishing company headquartered in New York, generating $1.8B in revenue, faced challenges with managing IT service requests and incidents. To address fragmented workflows, poor SLA compliance, and manual inefficiencies, we implemented ITSM automation, streamlined service processes, and established a real-time Asset CMDB through ServiceNow integration.
Friction Points
- High Volume of ITSM Requests and Incidents: The client’s IT team was overwhelmed by the sheer number of service requests and incidents, leading to poor SLA compliance and delays in resolution.
- Fragmented Process Flows: Lack of standardization and integration across tools resulted in inefficiencies and inconsistencies in managing IT operations.
- Lack of Asset Visibility: The absence of an integrated Asset CMDB made it difficult to track and manage IT assets effectively.
- Manual Dependency: Many tasks, such as password resets, access provisioning, and asset requests, relied heavily on manual efforts, increasing operational costs and reducing efficiency.
Solution
ITSM Automation:
- Designed and deployed ServiceNow workflows integrated with custom Automation BOTs to handle high-frequency requests like password resets, access provisioning, and asset requests.
- BOTs were connected to various tools and systems, enabling seamless task execution without manual intervention.
Self-Service Portal:
- Developed a tailored ServiceNow self-service portal to empower users to independently manage asset and service requests, reducing reliance on the IT team.
- Automated ticket generation and resolution for common incidents, significantly cutting down manual workload.
Asset CMDB Implementation:
- Integrated ServiceNow with multiple asset management tools, including SCCM, JamF, ManageEngine, Satellite, and Airwatch.
- Created a real-time Asset CMDB within ServiceNow, ensuring accurate and up-to-date tracking of IT assets.
Impact
- Achieved 60% automation in ITSM request resolution, reducing manual effort significantly.
- Improved SLA compliance and streamlined service workflows for faster resolutions.
- Enabled self-service capabilities, enhancing user experience and reducing IT team dependency.
- End to End Automated workflows Implemented for Access Requests, Password Reset, Asset Requests, Onboarding and Offboarding.