ATTENTION. ALWAYS.

ServiceNow Customization -

$1,00,000 savings for a

Fortune 100 Firm

THE CUSTOMER

THE CHALLENGE

Our customer is one of the world's largest distributors of mobile phones, supporting the global wireless telecommunications and data industry by providing quickly deployable, flexible and cost effective solutions. They have their presence in 170 countries and are serving about 200,000 customers.

Our customer has their client base across 170 countries. The service desk support was not automated which affected their business badly. Their IT support team spent most of the time resolving manual & repetitive issues which could actually be solved either by end users themselves or through automation.

Some of the key challenges are listed below:

Time consuming manual service request through numerous excel files.

Lack of integration between monitoring & ITSM ticketing tool resulted in too much of manual activities.

Time consuming provisioning & de-provisio ning tasks.

Non availability of instant messaging & self-service portal.

Manual creation of tickets by global help desk team.

THE SOLUTION Due to a manual support process, providing on time support to global users was an uphill task which resulted in customer dissatisfaction. They were pushed to a position where complete automation & customization of the service desk tool was mandatory. After a rigorous vendor selection process, Aspire Systems was selected as their preferred partner to customize and automate their Service desk. Aspire did a complete analysis on the challenges faced and suggested ServiceNow as the service desk tool. Aspire's ServiceNow specialists initiated the project by implementing SeviceNow as a centralized service desk support across all their offices.

User Management & service catalogue form creation.

Reports/gauges generation and scheduling.

Homepage creation & modification.

Form and list layout modification.

Configuring email notifications.

Administrating applications, modules, security rules & service level agreement.

Key activities

Aspire's ServiceNow

specialists initiated the

project by implementing

SeviceNow as a

centralized service desk

support across all

their offices.

Increased cost for providing service desk support around the clock

Developers are often required to customize inbound email action scripts, based on different attributes such as email address, priority information in the subject line, assignment group etc.

Aspire did the end-to-end ServiceNow customization in

three different levels:

ServiceNow Customization

Automation Integration Enhancement

Creation of standard service catalogue forms (around 40 forms) with automatic assignments and approval workflow

Automation

Service Catalog Workflow Automation

Benefits

Replaced excel based service request forms.

Eliminated the manual effort from global helpdesk & reduced the cost involved in service desk.

Value Added

Saved 100 hours spent by global service desk team on a month.

Increased customer satisfaction rating through survey.

Service request created automatically in ServiceNow and routed to appropriate user account management group, with pre-defined approval workflow based on the information in the email from PeopleSoft application.

PeopleSoft user termination workflow automation

Benefits

Eliminated the manual work done for ServiceDesk in creating and allocating various tasks to different support groups.

Value Added

Automation helps to save 250 hours of global service desk support time for 1 month.

Bi-directional seamless integration of monitoring & ITSM ticketing tool resulted in automated monitoring and ticket assignment.

Integration

Bi-directional integration between BPPM & ServiceNow

Benefits

Automatic creation & closure of incidents within BPPM & ServiceNow reduces manual work.

Value Added

Saved $50,000 on a month through custom development.

Implemented complex change management process by customizing ServiceNow workflow management to reduce manual interventions that needed to be pushed through every step of the change management process.

Enhancements

Change Management Workflow

Benefits

Eliminated manual work done by change managers.

Value Added

Effective change management process with well-defined workflow which aided faster closure of change tasks.

ServiceNow administrators can create conditions based on different attributes in an inbound email just like creating rule in outlook I email client without scripting knowledge.

User interface for ServiceNow administrators to

handle Inbound email action

Benefits

Custom UI interface to process inbound email which eliminates developer work for modifying inbound email action script.

Value Added

Auto routing of incidents to different support groups.

Benefits

Eliminates manual work done by service desk in performing provisioning and de-provisioning task in ERP application.

Value Added

Saved 100 hours spent by global service desk team on a month.

IFS ERP user account management automation includes service request creation,approval workflow,add/remove roles in ERP system user account DB and closure.

IFS ERP user account management

(Non AD authentication)

Chat module (as part of Social IT) in ServiceNow provides enhanced capabilities and clear metrics needed to run chat support for an Enterprise.

ServiceNow Chat module Implementation

Benefits

Capturing key metrics like AVG customer wait time, live chat queue status etc.,

Support was given to customers based on queue concept.

Value Added

Saved the cost spent ($14,000 / year) on the third party chat collaboration tool.

Improved customer satisfaction rating through survey.

Created custom ServiceNow user role called "Approver" to substitute ITIL role (license). This role will be assigned to support group/approval group members who don't actually work on the ticket but should have access read all information in a ticket.

Custom ServiceNow user role to substitute ITIL role

Benefits

Approver can view clear information about the request.

Value Added

160 ITIL role users has been moved to "Approver " role thus giving a cost benefit more than $60,000 / year.

Benefits

Self service portal acts as Level O support, thus reducing the number of tickets routed to Global Service Desk.

Value Added

10% of incidents is handled by self service portal.

Creation of custom developed employee self service portal within ServiceNow to answer 'How to questions',general inquiry, outage notifications & service catalogue.

Employee Self Service portal

Work Environment: Dev, Testing & Production

Number of users handled: 25000+

Development Methodology: Agile

Locations handled: 39 Countries

Working Model: Dedicated Offshore

Engagement Period: 4 years

Benefits

The data collected is used by the continual service improvement team to identify the root cause of the defect and take necessary action to improve the quality of service.

Value Added

Transactional data helps to understand the performance of service desk and a key indicator of service desk capability.

Created custom module to record GSD's quality metrics and for continuous service improvement.

Custom ServiceNow module to record GSD's

quality metric