With ServiceNow’s multi-hybrid cloud-based ITSM platform, Softility enables the government agency of one of the world’s largest metro cities to drastically reduce operational expenses and automate and provide faster and improved citizen services.
ADDING VALUE
With Softility’s revolutionary ITSM solutions, one of the largest municipal healthcare systems in the US replaced its archaic, complex, legacy platform with ServiceNow’s modern cloud-based platform to offer customers a seamless self-service experience and ensure efficient service delivery at lower operational costs.
This city agency provides essential inpatient, outpatient, and home-based health services to more than one million people per annum in over 70 locations across the supercity.
Softility’s innovative solution – with a modern design, enhanced availability, and reduced maintenance requirement, allowed the agency to meet the evolving needs of around 550 support groups and estimated 85,000 users.
CITY’S TECH CHALLENGES – INCIDENT RESOLUTION DELAYS
Legacy ITSM platform was become extremely customized by user groups with usage over a decade, making the overall platform complex and fragile. With an inaccurate CMDB, the mission of quickly and efficiently driving incidents from cause to resolution was never fully accomplished.
The city struggled with a high volume of service requests for routine tasks such as password resets or standard work requests:
- There was no self-service portal.
- Change management suffered due to poor governance and control leading to unpredictable and poor service delivery.
- Overall system administration was overly complex rendering ITSM teams incapable of focusing on process improvements and efficiencies.
- IT was unable to upgrade the legacy platform due to the complexity of customizations.
SOFTILITY’S SMART CITY SOLUTION
Best-in-class ITIL practices-compliant platform for a seamless self-service experience
To enable the city agency’s mission to quickly and efficiently drive incidents from cause to resolution, Softility helped replace the decade-old overly complex ITSM platform burdened by an inaccurate CMDB serving support groups, business users, and end users from public hospitals and clinics.
We helped the city agency replace the legacy solution and leverage ServiceNow’s modern cloud-based ITSM platform’s advantages of reduced maintenance requirements, enhanced availability, increased efficiencies, and contemporary look and feel, to help offer its customers a seamless self-service experience and meet the evolving needs of its customers for many years to come.
With a new ITSM platform that is driven by industry standards and ITIL-compliant best practices, we helped the city ensure their service delivery is quick and efficient at a lower cost with the help of multiple modules used by over 550 support groups and 85K users
New functionalities:
| Self-Service Portal | Release Management | Defect Management | Asset Management |
| Agile Project tracking | Service Catalog | Single Sign On | Change Management |
| Knowledge Management | Incident, Problem Management | Monitoring apps integration | IT Ops Management (Discovery & Business Mapping) |
With the new platform, there was a significant decrease in ticket requests and support calls service requests for routine tasks such as password resets or standard work requests. There was an overall improvement in user experience with the self-service features.
Mega Savings in Millions
With an improved change management function, the city agency improved governance and simplified overall system administration, leading to predictable and quality service delivery, allowing the core ITSM to focus on innovation for process improvements and efficiencies.
| Reduced volume of service requests for routine tasks | Self-help for password resets or standard work requests | Overall improvement in user experience with self-service |
| Noticeable decrease in ticket requests and support calls | Improvement in change management function | Improved governance and better control |
| Predictable and high-quality service delivery | Simplified system administration, focus on innovation | Greater focus on process improvements, efficiencies |
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, 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.
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.
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