Implementation of service catalogs for improved cloud infra ops

A leading data center hosting services company was finding it difficult to support its IT processes & efficiently manage changes in its IT infrastructure. The client was looking to have service catalogs that can automate workflows and approvals for the cloud operations to improve the customer experience, accelerate service delivery and reduce operational costs without writing codes.

Business Challenge

The client was looking to have service catalogs that can automate workflows and approvals for the cloud operations to improve the customer experience, accelerate service delivery and reduce operational costs – without writing codes.

Technology Components

  • ServiceNow Service Catalog

Approach

Implemented several best practices -- from gathering clear and specific requirements from the organization’s business and IT teams and detailing the plan considering both processes and tools -- to implementing the service catalog.

Transformational Effects

  • Empowered the business and technical users to interact and order the services they need to do their job

  • Brought transparency into the approval process and allowed users to track the progress of their own requests

  • Service Catalog enabled client to deliver standardized services, capture data for an array of department services, coordinate transfer pricing between departments, and improve internal controls with full audit capabilities

  • Provided services that are relevant, reliable and easy to understand (more intuitive)

  • Provided more seamless automation and data sharing with most ITSM functions now residing on ServiceNow (Incident, Problem, Change, Asset)

  • Provided thought leadership in driving efficiency and best practices

  • Delivered IT services through a single IT operations portal

  • Improved data center efficiencies through automation

  • Created automatic incident requests, approval and SLA configuration, resulting in better efficiency with minimal effort

  • Automation through orchestration resulted in better efficiency

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