The Client
The client is a newly divested engineering company undergoing a carve-out from an industry pioneer in manufacturing precision spring and stamping solutions.
The Challenge
As a newly carved-out company, the client must set up independent systems and services to enable a global workforce across 10 geographies.
A fully operational IT Service Management (ITSM) system was required to support employees during the transition, effectively manage IT requests related to change, incidents, problems, and knowledge, and manage IT assets from Day One.
This greenfield ITSM system had to be deployed on stringent timelines to meet transitional service agreement (TSA) requirements without compromising service quality, security, and employee experience.
The Solution
Complimenting a fast-paced carve-out program, Persistent, a global registered ServiceNow partner, helped the client set up a greenfield ServiceNow-powered ITSM within a month. With our proprietary solution, Persistent Intelligent Cloud Service Management (PiCSM), we helped set up a fully functional global service desk that supports incident, problem, change, knowledge, and request management, along with a configuration management database (CMDB).
PiCSM has pre-defined workflows and a plug-and-play model that fast-tracks the enterprise ServiceNow journey. It helps manage and service IT requests with real-time visibility, lowers the total cost of ownership, streamlines the management of IT assets, and accelerates time to value.
Underpinned by a structured deployment and user adoption framework as part of PiCSM’s Organizational Change Management program, Persistent helped the client onboard ServiceNow functionalities backed by best practices. With an employee center portal to facilitate self-service, the client offers its employees simplified, digitized, 24-hour access to IT resources, help centers, and teams.
Within its multi-tenant environment, PiCSM had a dedicated instance for the client, allowing it to run functionalities that drive its business objectives. Persistent integrated Azure AD for security mechanisms such as single sign-on, multi-factor authentication, and Lightweight Directory Access Protocol (LDAP) to securely store IT asset and personnel information.
We also embedded Amazon’s telephony solution, which automatically fed the ITSM fields with inputs from omnichannel requests, enabling admin and platform teams to focus on resolution without manual inputs. Logic Monitor helped the teams monitor alerts to incidents, and a centralized dashboard helped them keep track of request status and set appropriate service level agreements (SLAs).
The Outcome
With PiCSM, the client was able to:
- Set up a greenfield global service desk with fully functional ITSM capabilities within a month.
- Measure, track, and improve IT performance with real-time SLA visibility.
- Implement an employee self-service portal for end users to log tickets seamlessly.
- Improve visibility into tickets or requests with pre-built reports and dashboards.
