Suma Soft Modernizes IT Operations for a Global Retail Giant

Client's Background

A globally recognized retail leader operating a sophisticated, multi-channel business model, encompassing a vast network of physical stores complemented by a dynamic and high-volume online platform. The business processes millions of daily transactions and serves a diverse customer base worldwide. They are deeply committed to prioritizing uninterrupted customer service for continued success and growth.

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Challenges

  • Complex IT Landscape:

    Managing a highly complex IT environment with interconnected applications, servers, networks, and cloud services presents significant operational challenges.

  • Ensuring Uninterrupted Customer Service:

    Maintaining consistent and reliable service across physical and online platforms is crucial, but given the scale and complexity of operations, this can be difficult.

  • Optimization of IT Operations:

    Continuous optimization of IT operations to ensure efficiency, scalability, and cost-effectiveness is a constant endeavor.

  • Handling High Transaction Volume:

    Processing millions of transactions daily requires a highly resilient and performant IT infrastructure.

Project Requirements

  • Real-time IT Ecosystem Visibility:

    The project required a solution that provided real-time insights into the entire IT ecosystem to enable prompt issue detection and resolution. Real-time visibility aimed to reduce the time IT staff spent on manual infrastructure monitoring by 45%, which previously hindered effective management and quick response to incidents.

  • Integrated IT Operations Management:

    Siloed tools and manual processes created inefficiencies across an incident, problem, and change management. The project required a unified platform to integrate these functions and automate at least 60% of workflows for streamlined IT operations.

  • Change and Configuration Management:

    Frequent service outages caused by untracked changes and configuration drift negatively impacted customer satisfaction. To prevent outages and ensure service stability, the project required a solution to reduce the number of servers with configuration deviations by 35%.

  • IT Management:

    Reactive IT management practices failed to address potential problems before they escalated. The project required a shift to a proactive IT management approach, enabling the identification and resolution of critical IT incidents, with a resolution time by 50% before they impact services.

The Suma Soft Approach

Suma Soft partnered with the client to implement ServiceNow ITOM, customizing the solution to centralize operations, improve visibility, and enable proactive management of IT services. After thoroughly evaluating the client’s IT infrastructure and operational workflows, a customized roadmap was developed using ServiceNow ITOM’s advanced features to address inefficiencies and vulnerabilities.

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ServiceNow Solution

  • Real-time Infrastructure Visibility:

    ServiceNow ITOM provided real-time visibility into the IT infrastructure, reducing the time IT staff spent on manual infrastructure monitoring by 55%.

  • Prompt Issue Resolution:

    This visibility enabled the IT team to identify and resolve issues promptly, significantly reducing service disruptions. The average time to resolve a critical IT incident was decreased by 60%, and the number of critical incidents resolved within the first hour increased by 30%, minimizing the impact on business operations.

  • Centralized Event Management:

    Centralized Event Management eliminated operational silos, ensuring seamless coordination across IT systems and a 45% improvement in cross-functional collaboration between IT teams.

  • Automated Key Workflows:

    Automation of 65% of key workflows improved operational efficiency and freed up resources for strategic initiatives.

  • Predictive Monitoring and Configuration Compliance:

    Predictive monitoring and configuration compliance enhanced governance and reduced risks associated with unauthorized changes, reducing the number of servers with configuration deviations to 35%.

  • Robust and Scalable ITOM Platform:

    The robust and scalable ITOM platform enabled better alignment between IT and business objectives.

Business Outcomes

Suma Soft’s implementation of ServiceNow ITOM enabled the global retail giant to modernize its IT operations and deliver exceptional service quality in today’s competitive landscape. They achieved the following:

  • 40% Reduction in IT operating costs

  • 55% Improvement in visibility into key performance indicators

  • 15% Increase in System Uptime

  • 35% Increase in First-call resolution rate

  • 60% Increase in User satisfaction with IT services

  • Streamlined Workflows

  • Integrated Advanced Analytics

  • Improved Service Reliability

  • Improved Operational Efficiency

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