Over the years, the information and insights company, which used ServiceNow as their ITSM platform, greatly deviated from the out-of-the-box configurations and heavily customized the platform while implementing various modules. The legacy platform, which served various stakeholders and business users, became difficult to use and extremely hard to upgrade.
The company struggled with a huge clutter of Service Catalogs with no proper categorization resulting in a restricted and flawed user experience. The telco was unable to implement new useful features recommended by ServiceNow as best practices.
This extremely customized, fragile, complex platform was proving inefficient in driving incidents from cause to resolution. Also, poor change management, unpredictable service delivery, and inability to upgrade resulted in high operational expenses. There was a lack of visibility into enterprise-wide operations with multiple isolated apps for change, incident, and asset management, leading to high MTTRs and failed changes, and communication gaps on outage resolutions.
FROM COMPLEX CUSTOMIZED PLATFORM TO THE LATEST OUT-OF-THE-BOX VERSION
The customer sought Softility’s help in implementing a modern cloud-based ITSM platform to replace multiple, siloed, legacy tools and apps. During Phase 1, we helped replace the existing heavily customized platform with the latest out-of-the-box ServiceNow version. We integrated GCP and Snowflake with the latest version and leveraged ServiceNow’s best practices to help the telco offer its IT customers a seamless self-service experience.
The ITSM platform supports 520 support groups with an estimated 14K internal users and features Incident, Problem, Change Management, Release Management, Service Catalog and Knowledge Management, Asset Management, CMDB, IT Operation Management for Discovery, Cloud Management and Business Mapping, Single Sign-on, and Service Portal for unlicensed requesters.
In the second phase, we helped the customer implement cost-effective Cloud-based Jira Service Management. The easily manageable platform is aligned with all the functionalities that the telco currently needs and can be upgraded with future updates easily. The ITSM platform driven by industry standards and ITIL-compliant best practices, ensures quick service delivery and higher efficiencies at a lower cost.
MEGA SAVINGS WITH TWO-PHASE TRANSFORMATION
With the implementation of the new ITSM platform, the customer has drastically improved user experience in both Self-Service and Service Portal capabilities. With better categorization of catalogs and a new and improved portal design, the self-service features and incident deflection have led to a noticeable decrease in ticket requests and support calls to the company’s Service Desk.
The quality of CMDB data has increased with continuous monitoring of CMDB Health and the Remediation processes. With the integration between Oracle ERP and Asset Management, which leverages out-of-the-box processes for Model Management and Inventory Management, the telco can improve tracking of its asset lifecycle.
With improved Change and Incident Management, our customer can better drive governance and control leading to predictable and quality service delivery. The overall administration of the ITSM platform has simplified in comparison to the older version which was heavily customized allowing the company’s ITSM team to focus on core process improvements and efficiencies, instead of wasting time and resources on mundane low-value tasks.
HUGE COST SAVINGS FROM HEIGHTENED OPERATIONAL EFFICIENCIES
| Latest & efficient ITSM platforms aligned with ITIL best practices | 100K USD savings in licensing costs in replacement of legacy apps | USD 120K annual savings; half a million USD savings in 3 years |
| Speedy IT service delivery with simplified, organized workflows | Improved governance of diverse infrastructure, processes & apps | Improved visibility into diverse networks, apps, instances |
About Softility
A leading digital transformation technology services company, Softility provides innovative solutions across automation, service assurance, AI-driven IT operations, monitoring, observability, digital service management, cloud modernization, data transformation, and cybersecurity solutions. We are the first-choice partner for several large-cap Fortune 500 businesses requiring unique custom transformational journeys, right from early-stage strategic advisory, rapid solution design, and accelerated delivery to managed services. We’re a trusted long-term partner of Federal and commercial businesses repeatedly choosing us to transform legacy systems into digital agile future-ready operations, improve efficiencies, eliminate outages, save costs, and foster business innovation and growth. Our open-source innovation and partnerships with the world’s leading technology firms help customers transform digitally and fast forward to the future.
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