Transforming IT Service Management for Global Operations

Client's Background

A multinational global telecommunications provider operating in 50 countries provides critical communication services to a vast customer base. The organization is deeply committed to maintaining the highest service reliability and quality standards. The organization leverages technology to enhance connectivity, drive innovation, and deliver superior customer experiences in a rapidly evolving telecommunications landscape.

Challenges

  • Complex IT Environment Management:

    The organization's extensive global operations create a highly complex IT environment that requires meticulous management and coordination.

  • Service Reliability and Quality:

    Maintaining consistent and reliable communication services across a vast network and diverse customer base presents a significant challenge.

  • Maintaining Operational Efficiency:

    Achieving and maintaining optimal operational efficiency in a complex and dynamic IT environment can be challenging.

Project Requirements

  • Integrated IT Service Management:

    A fully integrated platform for their front and back offices while creating a customer-centric workflow that ensures a smooth and efficient customer experience.

  • Automated Incident Management:

    A well-implemented ServiceNow platform that resolves inquiries 40% faster, reduces outages, and responds quickly to security incidents.

  • Migration:

    Seamless migration of data and configurations from the legacy ITSM system to the ServiceNow platform, minimizing disruption to any IT operations.

ServiceNow Consulting Support

Suma Soft’s ServiceNow Consulting Services engaged with the organization’s operations team to consolidate IT service management operations onto a unified platform. The discussion focused on defining strategic goals, optimizing workflows, and implementing ServiceNow’s ITSM, Incident Management, and Change Management modules.

ServiceNow Solution

  • Comprehensive Needs Assessment:

    Accurate assessment to pinpoint inefficiencies and service gaps in the existing system.

  • Strategic Roadmap:

    Developing a roadmap for migrating to ServiceNow, streamlining, workflow automation, and integration across global IT operations.

  • Customized ServiceNow Implementation:

    The ServiceNow ITSM modules are customized to meet the organization's specific needs and requirements.

  • Automated Key Workflows:

    Suma Soft implemented ServiceNow ITSM, Incident Management, and Performance Analytics to automate key ITSM workflows, aiming to reduce manual effort by 75%.

  • Standardized Processes:

    Standardized processes were set across all regions to ensure consistency and efficiency.

  • Improved Reporting and Visibility:

    Enhanced reporting and visibility into service performance that boosts productivity and elevates efficiencies in all IT business operations.

Business Outcome

By leveraging ServiceNow Consulting Services, the global telecommunications provider standardized its IT service management processes and achieved the following:

  • Reduced incident resolution times by 40% and 76% improved operational visibility.

  • Overall IT operational efficiency increased by 65% due to automation and streamlined processes.

  • Enhanced reporting and visibility enabled data-driven decisions for optimized IT management.

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