ServiceNow Customization $1,00,000 savings for a
Fortune 100 Firm
ATTENTION. ALWAYS.
THE CUSTOMER
Our customer is one of the world's largest distributors of mobile
phones, supporting the global wireless telecommunications and
data industry by providing quickly deployable, flexible and cost
effective solutions. They have their presence in 170 countries and
are serving about 200,000 customers.
THE CHALLENGE
Our customer has their client base across 170 countries. The
service desk support was not automated which affected their
business badly. Their IT support team spent most of the time
resolving manual & repetitive issues which could actually be
solved either by end users themselves or through automation.
Some of the key challenges are listed below:
Time consuming manual service request through numerous
excel files.
Lack of integration between monitoring & ITSM ticketing
tool resulted in too much of manual activities.
Time consuming provisioning & de-provisio ning tasks.
Non availability of instant messaging & self-service portal.
Manual creation of tickets by global help desk team.
Increased cost for providing service desk support around the
clock
Developers are often required to customize inbound email
action scripts, based on different attributes such as email
address, priority information in the subject line, assignment
group etc.
THE SOLUTION
Aspire's ServiceNow
specialists initiated the
project by implementing
SeviceNow as a
centralized service desk
Due to a manual support process, providing on time support to
global users was an uphill task which resulted in customer
dissatisfaction. They were pushed to a position where complete
automation & customization of the service desk tool was
mandatory. After a rigorous vendor selection process, Aspire
Systems was selected as their preferred partner to customize and
automate their Service desk. Aspire did a complete analysis on the
challenges faced and suggested ServiceNow as the service desk
tool. Aspire's ServiceNow specialists initiated the project by
implementing SeviceNow as a centralized service desk support
across all their offices.
Key activities
support across all
User Management & service catalogue form creation.
their offices.
Reports/gauges generation and scheduling.
Homepage creation & modification.
Form and list layout modification.
Configuring email notifications.
Administrating applications, modules, security rules &
service level agreement.
Aspire did the end-to-end ServiceNow customization in
three different levels:
ServiceNow Customization
Automation
Integration
Enhancement
Automation
Service Catalog Workflow Automation
Creation of standard service catalogue forms (around 40 forms)
with automatic assignments and approval workflow
Benefits
Replaced excel based service request forms.
Eliminated the manual effort from global helpdesk &
reduced the cost involved in service desk.
Value Added
Saved 100 hours spent by global service desk team on a
month.
Increased customer satisfaction rating through survey.
PeopleSoft user termination workflow automation
Service request created automatically in ServiceNow and routed
to appropriate user account management group, with predefined approval workflow based on the information in the email
from PeopleSoft application.
Benefits
Eliminated the manual work done for ServiceDesk in creating
and allocating various tasks to different support groups.
Value Added
Automation helps to save 250 hours of global service desk
support time for 1 month.
Integration
Bi-directional integration between BPPM & ServiceNow
Bi-directional seamless integration of monitoring & ITSM ticketing
tool resulted in automated monitoring and ticket assignment.
Benefits
Automatic creation & closure of incidents within BPPM &
ServiceNow reduces manual work.
Value Added
Saved $50,000 on a month through custom development.
IFS ERP user account management
(Non AD authentication)
IFS ERP user account management automation includes service
request creation,approval workflow,add/remove roles in ERP
system user account DB and closure.
Benefits
Eliminates manual work done by service desk in performing
provisioning and de-provisioning task in ERP application.
Value Added
Saved 100 hours spent by global service desk team on a
month.
Enhancements
Change Management Workflow
Implemented complex change management process by
customizing ServiceNow workflow management to reduce
manual interventions that needed to be pushed through every
step of the change management process.
Benefits
Eliminated manual work done by change managers.
Value Added
Effective change management process with well-defined
workflow which aided faster closure of change tasks.
User interface for ServiceNow administrators to
handle Inbound email action
ServiceNow administrators can create conditions based on
different attributes in an inbound email just like creating rule in
outlook I email client without scripting knowledge.
Benefits
Custom UI interface to process inbound email which
eliminates developer work for modifying inbound email
action script.
Value Added
Auto routing of incidents to different support groups.
Employee Self Service portal
Creation of custom developed employee self service portal within
ServiceNow to answer 'How to questions',general inquiry, outage
notifications & service catalogue.
Benefits
Self service portal acts as Level O support, thus reducing the
number of tickets routed to Global Service Desk.
Value Added
10% of incidents is handled by self service portal.
ServiceNow Chat module Implementation
Chat module (as part of Social IT) in ServiceNow provides
enhanced capabilities and clear metrics needed to run chat
support for an Enterprise.
Benefits
Capturing key metrics like AVG customer wait time, live chat
queue status etc.,
Support was given to customers based on queue concept.
Value Added
Saved the cost spent ($14,000 / year) on the third party chat
collaboration tool.
Improved customer satisfaction rating through survey.
Custom ServiceNow user role to substitute ITIL role
Created custom ServiceNow user role called "Approver" to
substitute ITIL role (license). This role will be assigned to support
group/approval group members who don't actually work on
the ticket but should have access read all information in a ticket.
Benefits
Approver can view clear information about the request.
Value Added
160 ITIL role users has been moved to "Approver " role thus
giving a cost benefit more than $60,000 / year.
Custom ServiceNow module to record GSD's
quality metric
Created custom module to record GSD's quality metrics and for
continuous service improvement.
Benefits
The data collected is used by the continual service
improvement team to identify the root cause of the defect
and take necessary action to improve the quality of service.
Value Added
Transactional data helps to understand the performance of
service desk and a key indicator of service desk capability.
Work Environment:
Dev, Testing & Production
Number of users handled:
25000+
Development Methodology:
Agile
Locations handled:
39 Countries
Working Model:
Dedicated Offshore
Engagement Period:
4 years