Centralized Event Management, Self-healing and Auto-remediation of incidents, Unified endpoint management

A large engineering firm and global provider of technical, professional, and scientific services.

Business Challenge

  • Lightly used ITSM instance with little attention to process initiatives. Underutilized request management, increased call volume.

  • No analytics or baselines to drive/manage improvement. Lack of automation for IT operations.

  • ITSM tool was not integrated with the service management tool of the acquired company

  • Lack of precise inventory data for 75,000 endpoints for Asset Management.

  • Lack of contractual record of all purchased software and associated renewals due to growth of organization

Business Objective

  • Reduce Service Desk call volume and improve customer experience

  • Integrate different instances of ServiceNow

  • Align all the service management processes as per industry best practice

  • Improve service delivery for Catalog Requests and reduce MTTR for Incidents

  • Policy Visibility between IT Operation and Security

  • Real time visibility for asset management for 75k endpoints

  • Establish Software Asset Management and License Management capabilities focused on software assets.

Key Deliverables

  • Implement self-service portal, chat queue, survey features and walk-up experience

  • Unified ITSM platform through ServiceNow for 75k end-users

  • ITIL Process definition and implementation (Incident, Problem, Change, Knowledge and Asset Management)

  • Automations for Catalog Requests – Intelex, Prolog, SharePoint, AD Activation,/ deactivation, MS Teams.

  • Integration with Event Management system and orchestration of L1 activities

  • Service now and SCCM integration for hardware and software data

  • SAM process definition and implementation (license calculations, software models/licenses and user license entitlements).

The Approach

  • Assessed current state and growth including M&A to develop strategy and execution roadmap

  • Performed detailed assessment on the existing ITSM applications, tools, integrations and relation with other ITSM process / initiatives

  • Conducted workshops with various business units and defined a conceptual end state for ITSM and Endpoint architecture to meet business and IT needs

  • Integration with SCCM for live hardware and software data.

  • Three way approach for SAM - Process definition of to-be process for Contract Management and Software License Management; data collection; data load

  • Yearly upgrade of ServiceNow instance to leverage new features

  • Quarterly connect with business stakeholders to identify opportunities service improvement and automation aligned to business needs

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Transformational Effects

  • Gained complete control over the existing ITSM environment, shifted client focus on other business initiatives.

  • Improved user satisfaction surveys from self-service portal; Complete end-to-end revamp of services; Faster problem resolution; multi-fold increase in productivity and cost savings by automating catalogs

  • Savings more than $1M/year and greater compliance/security; automations resulting in savings of over $350K/year

  • Clear visibility into upcoming business renewals; reduced effort to support purchase and renewals; provide insights into costs per vendor, TCO, cost per user; support acquisition re-contracting


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