The Client
The client is a leading software security provider with a trusted portfolio of application security solutions.
The Challenge
The client was undergoing a divestiture from its parent company. It needed to set up an IT Service Management (ITSM) function to support more than 4,000 customers and 2,000 employees across 100 global locations.
Dealing with more than 30,000 tickets annually, the client required a greenfield implementation of a ServiceNow platform to service customer and employee requests, continue meeting service benchmarks, and not impact customer service or employee productivity.
Given a stringent transitional service agreement (TSA) for its divestiture, the client had to operate at an aggressive timescale to lay the foundation of a secure, global enterprise management service system that seamlessly handled high ticket volumes. The company turned to Persistent, a ServiceNow global registered partner, to steer a greenfield end-to-end ITSM implementation as a carve-out entity.
The Solution
Leveraging Persistent Intelligent Cloud Service Management (PiCSM), our proprietary solution, Persistent helped the client onboard the best practice ITSM offering built on the ServiceNow platform. PiCSM is a fast, easy, and cost-effective way to implement ServiceNow’s enterprise service management suite without the hassle of acquiring, configuring, and maintaining instances. Built with industry-best practices, pre-defined workflows, and a plug-and-play model that fast-tracks enterprise onboarding on ServiceNow’s hosted cloud platform, PiCSM helps enterprises manage and service IT requests with real-time visibility, lowering total cost of ownership and accelerating time to value.
With PiCSM, the client operationalized its ServiceNow-powered service desk within three weeks, allowing it to track end user incidents and requests . Apart from an online portal for end users, we also developed a mobile app that streamlined user experience to log and track their requests in real time.
With a dedicated domain provisioned in the multi-tenant PiCSM environment, Persistent also integrated Okta for multi-factor authentication. Embedded with Amazon Connect Telephony, admin teams did not have to manually log multi-channel requests into the system and could now visualize active tickets in real time through a single pane-view dashboard.
The Benefits
With PiCSM, the client was able to:
- Meet TSA requirements and set up a standalone service desk within three weeks.
- Implement an employee self-service portal for end users to log tickets seamlessly and facilitated its adoption.
- Improve end-user experience with enforced service level agreements (SLAs).
- Track and monitor IT performance to further enhance SLAs.
- Ensure compliance with data security and protection guidelines.
