Customer Service Management (CSM) 

Realignment of the IT organisation based on ServiceNow®

The iTSM Group supports a global alternative investment specialist based in Switzerland with almost 700 employees in 13 locations worldwide in the comprehensive realignment of its IT service management with the aim of making a whole range of processes available across all business areas with one service platform.

The challenge

Consolidate disparate processes onto a single platform that ensures a consistent user experience to improve productivity through workflows and automation.

The solution

By implementing ServiceNow® Incident, Problem & Request Management as well as ServiceNow® Service Portal and Knowledge Management, a user-friendly service portal was set up as a "one-stop shop" for employees. The included agent dashboards with live data allow for better transparency and a reduction in the time needed to resolve critical support problems and incidents. In addition, the knowledge database allows for improved knowledge sharing and thus also shortens resolution times. In addition, the service catalogue was reorganised in the course of the implementation and thus made accessible to automation potentials.

ServiceNow® Customer Service Management for a Managed Services Provider

The iTSM Group supports a company in the field of IT security, data center and network solutions and, as one of Germany's leading managed security services providers, employs staff in several locations across Germany.

The customer had to contend with partially non-transparent processes in the replaced ticket system, as information was transported via different channels and ticket processes were not centrally documented. Due to the poor quality of the portal, it was also not used in the old system, which resulted in increased support costs due to mail processing. Furthermore, a connection to T-Systems was not easily possible. To make this possible, an existing connector was configured in ServiceNow®.

Challenges

• Introduction of a professional and reliable CSM solution, including a service portal, to support external customers
• Bidirectional connection of ServiceNow® to an external ticketing tool

Value

• Smooth replacement of an existing service management platform
• Reliable and secure provisioning and authentication of external users
• Rapid realization of added value due to short project duration

The customer is an international provider of infrastructure for critical facilities. ServiceNow® is integrated with an Event Management Tool and a second ticketing tool operated by a B2B customer. Our client works

exclusively in ServiceNow®, while their customer primarily operates in their ticketing tool. Through a CSM portal, our customer provides the opportunity for direct interaction and the ability to request more in-depth investigations (problem).

Challenge

• The challenge in this project was to create a highly available system that interacts with systems located in isolated network areas.
• Due to very strict and short SLA times, prompt support activation is required.
• Additionally, a periodic reporting obligation is required which lists the faults that have occurred according to severity and SLA fulfillment.