The Client
The client specializes in SaaS technology solutions that leverage proprietary AI with engineering data to solve problems, reduce risk, and accelerate innovation.
The Challenge
The client was being carved out from a global market intelligence provider under a stringent transitional service agreement (TSA). It had to set up greenfield services and systems within six months to operate independently, meet TSA requirements, or risk paying hefty fees.
With a global footprint and more than 5,000 employees, the client wanted to prioritize an IT Service Management (ITSM) system to help employees transition to the new company. This would enable them to navigate IT requests seamlessly around changes, incidents, problems, and knowledge management. The client also needed to set up a global service desk to meet competitive service level agreements (SLAs) and securely manage IT assets and databases.
The client wanted to leverage ServiceNow’s ITSM capabilities and commissioned Persistent, a registered global ServiceNow partner, to help it onboard ServiceNow ITSM modules within aggressive timelines for going live as an independent company within six months.
The Solution
To operationalize an ITSM system with core services spanning incident, problem, change, knowledge, and request management, Persistent’s ServiceNow experts created workflow blueprints underpinned by industry best practices. We also built a configuration management database (CMDB) by pooling data from Logic Monitor into the ServiceNow directory – helping the client keep a record of its IT assets and map the IT landscape efficiently.
Persistent developed an employee center as an end-user interface for the client that helped its employees log and track real-time requests. We set up a global service desk with pre-built reports and single-pane dashboards to empower the admin teams with real-time visibility and define SLAs with a granular view of critical key IT performance indicators, helping it set benchmarks in enterprise service management.
We integrated Azure AD for single sign-on and multi-factor authentication in the client’s ITSM platform to ensure data security and protection from unauthorized access. To help its admin teams collate requests through multiple channels (such as emails, texts, or calls), we embedded a telephony solution by Amazon to offer a 360-degree outreach mechanism for end users.
The Benefits
With Persistent, the client was able to set up a fully operational ServiceNow-powered global service desk within six months that:
- Met TSA requirements and avoided hefty fees.
- Improved end-user experiences with an employee center portal for convenience.
- Measured, tracked, and improved IT performance with real-time SLA visibility.
- Broadened the net for incoming requests with Amazon Connect Telephony.
- Improved visibility into tickets/service requests with pre-built reports and dashboards.
