Local State Government Office

Summary: Client receives 6000 hours of productivity gains annually with Contender Solutions and ServiceNow

Opportunity:

The client came to Contender Solutions for help obtaining a “single source of truth” in their organization. They wanted to have all their data in one place and replace their aging ITSM product.

Their legacy IT Service Management (ITSM) product was heavily customized and difficult to manage. They needed a solution that would enable the same functionality with flexible configuration options.

Solution requirements:

• IT Infrastructure Library focused portal
• Cross divisional in IT to make the platform work
• Ease of use and reporting
• Cloud-focused to get away from their on-premise solution and the shadow IT of the old technology
• An enterprise solution for the organization that would enable consolidation and keep them current

Our Approach and Recommendations:

When looking for a partner the client got in touch with some of our customers and quickly realized Contender has a proven track record and maintains quality relationships with their partners. Our team was able to map out a solution that would achieve the client’s goals within their specified budget.

After meeting with the client and understanding their needs, Contender proposed and demonstrated the capabilities of the ServiceNow (SN) platform. SN focuses on a configuration verse customized approach. Since customer self-service was a top priority, a customer-focused Service Portal was designed to serve as a request submission and tracking tool of overall work.

The IT Infrastructure Library (ITIL) focus of ServiceNow would also serve as a highly beneficial tool to the client's team. Remedy (their previous product) was highly customized but not aligned to the needs of IT Support teams or users. Contender worked with the client to architect a comprehensive IT Service Management system built on ServiceNow to make it easier to work in the system and adhere to ITIL best-practices.

The benefits of our ServiceNow solution:

• Improved transparency with their customers through the portal
• Gave the client a good view of what is out in the network with a bird’s eye view of everything (Macs, PCs, Servers)
• Better tracking of licenses and things installed on them
• The Solution enabled the client to quickly identify and remedy process deficiencies
• Ability to work efficiently in the solution using task and taskboards
• Increased collaboration and reduced “silos”

The Results

The client was able to reduce their Customer Support Call Center labor costs by 75%. By redeploying 6 of their 8 phone representatives to field-based roles, this enabled the client to focus on higher-value work and improved the overall client customer experience by working more closely and strategically with customers and digitizing communication. The client saw 6000 hours of annual productivity gains with significant improvement in customer service through clear and accessible online services.