The Client struggled with how to keep up a vast number of diversified service catalog items and how to prepare for future roll outs. Knowledge bases were delivered in several formats over varied platforms, often with conflicting or outdated information. Development teams struggled with proactive communication with the Service Desk when it came to production issues.
Based on the issues above, the client made the decision to implement ServiceNow and to start portions of the IT Operations Management (ITOM) module, in order to better understand IT as a business and how intertwined the processes were throughout the organization. They wanted a CMDB to be their keeper of the relationships. In order to achieve this, they started with the following modules.
Within six months, a joint development effort on over 320 complex catalog items was in place, as well as a fully functioning CMS Portal. The development teams were seeing resolution times to solve production issues reduced to hours not days. When it comes to delivering quality IT service, ServiceNow is a must for the client. Time is money and money lost can never be regained.
The client has not only realized the full benefit of leveraging the ServiceNow platform, but they have set the “gold standard” for the Southeast. After the successes of these projects, the client continues to expand into a third phase that includes replacement of an older procurement system, integration to DNS for Orchestration Automation, VM Server provisioning and ServiceNow Facilities Management. They look forward to setting the bar higher and realizing how far ServiceNow can take them.
