- 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.
- 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.
- 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 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.