Suma Soft Scaling IT Operations With ServiceNow Implementation Across Multiple Regions

Client's Background

A multinational manufacturing company with a vast operational presence on numerous continents relies heavily on a sophisticated and intricate IT ecosystem to sustain its global activities. The company aimed to cultivate a unified and efficient IT environment to support its dynamic business needs and future growth effectively.

Challenges

  • Inconsistent IT Service Processes:

    Lack of standardized procedures across its global operations, led to a decline in service delivery, impacting overall efficiency.

  • Insufficient Scalability of IT Services:

    The company's IT infrastructure and processes could not adapt to its expanding needs, hindering its future growth.

Project Requirements

  • Scalability:

    As the company expanded, the existing IT service management system needed to be effectively scalable to accommodate growth and evolving requirements and increase IT service availability by 20%.

  • Unified Processes:

    Various tools and methods must be unified to manage IT services. At least 60% of routine IT tasks must be automated, leading to consistent workflows and clear organizational performance visibility.

  • Incident Management:

    Automation and centralized approach that improves incident management and resolution time by 50% with improved communication and collaboration tools.

The Suma Soft Approach

We implemented ServiceNow ITSM and Cloud Management to help the manufacturer deploy Incident Management, Problem Management, Cloud Management, and IntegrationHub. This allowed the global manufacturer to scale its IT operations across regions, automate workflows, and integrate IT services with other enterprise systems for a unified view of operations.

ServiceNow Solution

The Impact of ServiceNow Implementation

  • Scalable IT Operations:

    The manufacturer was able to scale IT service management globally, with consistent processes and service delivery across all regions.

  • Improved Incident Management:

    Automated incident management reduced resolution times by 40%, leading to faster issue resolution and less downtime.

  • Enhanced Reporting and Visibility:

    Integrating IT services with real-time reporting improved visibility into service performance and operational efficiency, contributing to a 35% improvement in data-driven decision-making.

  • Proactive Problem Management:

    Implementing Problem Management workflows resulted in a 30% reduction in recurring incidents, improving overall IT service stability.

Business Outcomes

Implementing ServiceNow, the global manufacturer enhanced productivity and reduced operational disruptions through:

  • 40% Increase in agent productivity

  • 15% Reduction in IT support costs

  • Scalable IT Operations

  • Streamlined Incident Management

  • Improved Service Delivery

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