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.
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
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.
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).
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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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
Our engagement with Trianz has now exceeded three years, and together we have delivered many significant initiatives in that time. Many of our successes could not have been achieved without our partnership. In many ways, Trianz has already put our products ahead of the curve.
The white glove approach, agility, and flexibility of the team helped us to tap opportunities in the ever-changing business environment.
Trianz team worked side-by-side with us to transform our sales operations. Now, we have complete visibility into everything from our supply chain to sales and pricing. Our partnership with Trianz has been exceptional.
The team at Trianz worked tirelessly to propose a system that overcame our business challenges. Rising to the occasion, they simplified our processes, enhanced the system and increased productivity. There’s no doubt; our ongoing success was enabled by our partnership with Trianz.
Trianz commitment to taking end-to-end ownership of developing the e-commerce web app is exemplary. Their dedicated involvement was key to us garnering the advantages of automated test suite development and manual testing