Know our Customer
With a team of more than 1000 employees working in tandem for achieving success, they have their office set up and the headquarters located in the US.
Business Challenge
- The client had their Remedy application with manual processes and systems managed internally, that were prone to unstructured workflow systems.
- They were unable to track all the work across departments which resulted in low efficiency, inconsistency and lost track of work; Hence were looking for an ITSM tool to enable productivity.
- Due to this, the cost to the company for all their products and services was unknown.
- Since the employees were not flexible, the team wasn’t prepared for any change in the workspace environment.
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How AVASOFT helped?
- We provided complete assistance for implementing various modules and helped them in the in-depth reimplementation processes of all their ITSM modules.
- By building innovative ServiceNow solutions, the client was able to implement numerous active modules including the mobile application launch.
- We guided our client in developing accurate data reports which were crucial for their business.
- We ensured that creating clear incident processes, streamlining the workflows and solutions according to the services were all revamped and developed right from the scratch.
- We trained the staff and the entire team, making them ready to embrace the new platform, with advanced functionalities.
- We successfully implemented CMBD through ServiceNow Discovery and System center Configuration Manager plugin by Microsoft.
Tech Stack
Business Gain
- Custom Table usage was reduced by re-aligning their process with OOB capability
- The automation helped ease the task and thus increased user adoption.
- The team were able to automate the workflows, utilize the approvals and build comprehensive dashboards on their own.
- All of this resulted in Increased productivity in numerous folds.
- We suggested Qualys integration and this alleviated the IT staff from the redundant ticket assignment process.
- With our Incident management module, the client was able to manage more than 15000+ requests submitted by the non-IT alone.
Value additions to the Customer
- The client collaborated for additional services like ServiceNow Governance, Risk, and Compliance (GRC)
- We helped in developing the knowledge base module with 1000+ articles published across the multiple modules.
- We planned and designed an HR Service delivery suite for optimizing and automating the HR processes that were of great value for our client.
- We also developed a Virtual agent module for simplifying the automated work further.
