• A US-based granite company needed help to solve their inefficient manual IT ticketing system.
  • They faced issues with ticket routing, tracking and managing their Configuration Management Database (CMDB).
  • Our ServiceNow solution streamlined their workflows, reduced resolution time by 50%, and improved IT efficiency.

Story of the Customer 

  • The client is a US-based granite company, providing infrastructure solutions across North and South America.
  • They faced challenges with manual IT ticketing, disjointed data, and inefficient request routing.
  • The client sought a comprehensive, cloud-based ticketing system to streamline their IT service request process.

The Challenge 

  • Manual ticket generation and tracking led to disjointed data inputs and inefficient workflows.
  • Absence of automated routing and alerts for deadlines resulted in slow and inefficient response to service requests.
  • Inability to link incident details to systems involved made issue resolution time-consuming, error-prone, and repetitive.

The Solution 

  • A ServiceNow ticketing management tool was implemented for automatic updates and improved process transparency.
  • A system was established for employees to report issues, which were prioritized and forwarded to the right support agent.
  • A logical data model facilitated a clear relationship between service asset and configuration management process.

The Result 

  • The ServiceNow ticketing tool reduced ticket resolution time by 50%, boosting IT team efficiency.
  • Formal workflows improved request management and complex CI relationships understanding.
  • Incorporation of external data into CMDB and timely deadline notifications enhanced operational effectiveness.