The city agency, responsible for establishing policies, processes, and procedures for managing customer oriented IT services in alignment with business goals, fully realized its transformation goals of improved performance, visibility, and agility, with a powerful innovative solution that unlocked the true potential of ServiceNow’s cloud based platform.
ADDING VALUE
With Softility’s innovative ITSM transformational solutions, a city agency drastically reduced IT opex worth millions of dollars by improving governance, transparency, and accountability, enhancing the customer experience, and gaining efficiencies through automation and continual process improvements.
This city agency is responsible for establishing a set of policies, processes, and procedures for managing the implementation, improvement, and support of customer-oriented IT services in alignment with business goals.
Softility helped the city fully realize its transformation goals of improved performance, visibility, and agility, with a powerful innovative solution that unlocked the true potential of ServiceNow’s cloud-based platform.
CITY’S CHALLENGE – SERVICE QUALITY ROADBLOCKS
To drive business agility, improve responsiveness and quality of services, and enhance customer satisfaction, the city agency decided to transform its existing IT Service Management landscape. The customer leadership decided to adopt ServiceNow’s modern cloud-based platform by replacing dated apps.
The city was challenged in reliably improving IT customer service with the existing ITSM estates:
- Multiple legacy tools were outdated, expensive to maintain and enhance, and didn’t provide the desired user experience.
- Several isolated apps for change, incident, and asset management didn’t provide enterprise-wide visibility into operations, resulting in a high Mean Time to Repair (MTTR), a high volume of failed changes, a communication gap on outages, and poor asset tracking and management.
SOFTILITY’S SMART-CITY SOLUTIONS
Modern and robust hybrid-cloud-based service portals for long-term value and growth
Softility helped the city modernize and gain greater visibility into IT operational estate by facilitating the end-to-end implementation of ServiceNow’s modern ITSM platform to replace dated legacy applications, achieving end-to-end IT transformation through a single cloud-based system.
We adopted proven practices to drive the systems integration project across people, process, and technology work streams. We focused on designing and deploying a sound solution architecture and establishing and operationalizing technical governance.
We facilitated the implementation of four workstreams, including Software Asset and Configuration Management, ITSM, IT Business Management, and IT Operations Management, along with CMDB Design to support operations and service delivery.
New functionalities:
| Service catalog | Self-service portal | Service mapping | Asset management |
| Request management | Event management | Change management | Incident management |
| Configuration management | Problem management | Release management | Knowledge management |
The holistic solution allows the city agency to gain efficiencies through automation, lower the MTTR of incidents, improve communication on outages and changes, and improve asset tracking.
Mega Savings in Millions
With a single agency-wide ServiceNow platform integrated with various operational tools for consistent process and transactional work, we helped the city agency improve governance, streamline and automate services for a better customer experience, and drastically reduce IT costs.
| Reduced operational expenses on IT, reduced risks | Superior customer experiences and quality of service | Improved governance, agility, and transparency |
| Easy-to-use, empowering self-service offerings | Greater alignment of people-processes-technology | Repeatable, measurable ITIL-compliant processes |
| Predictable and high-quality service delivery | Platform-as-a-service for additional use cases | Data-driven decision-making with performance analytics |
| Insights into customer needs, patterns, and KPIs | Reduced cost of ownership of the ITSM solution | Reduced reliance on specialized staff or vendors |
About Softility
Softility is a digital transformation technology services provider of innovative solutions spanning diverse technology portfolios – cloud adoption and modernization, data engineering and analytics, AI-driven operations, and digital service management. We are the first-choice partner for several businesses requiring unique custom transformational journeys, right from early-stage strategic advisory and quick solution design, implementation, and delivery, to managed services. We’re a trusted long-term partner of several large businesses, including Fortune 500 telecom companies, SLEd organizations, healthcare institutions, large enterprises, and federal government institutions that are repeatedly choosing us over large tech consulting companies for their revolutionary digital transformation journeys.
Cloud Solutions
Complete Cloud Coverage – We unleash the power of cloud computing to help you derive the maximum value with our cutting-edge frameworks and tools, the expertise of certified skilled engineers, and partnerships with the best tech innovators.
ITSM Solutions
Digital Service Management – With best-in-class process consulting, 20-year advisory experience, and ITSM-ITIL best practices, we help you create powerful user experiences and empower you to stay on top of a rapidly changing digital landscape.
Recent Posts
