Transitioning from On-Premise ITSM to Cloud-Based With the ServiceNow Migration Services

Client's Background

A leading global retailer operates a complex network of both physical storefronts and a robust e-commerce platform. With a vast and diverse operational footprint, the company's IT infrastructure supports many functions, from point-of-sale systems and inventory management to online transaction processing and customer relationship management. The retailer's commitment to delivering seamless and efficient customer experiences, both in-store and online.

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Challenges

  • Outdated On-Premise ITSM Platform:

    The retailer struggled with operational inefficiencies from its legacy, on-premise ITSM platform, which lacked the flexibility and scalability required to support its growing business demands.

  • Modernization:

    The organization faced the challenge of modernizing its IT service management capabilities to improve efficiency and effectiveness in delivering IT services.

  • Flexibility and Scalability:

    The growing business operations required a more flexible and scalable IT system to handle increasing workloads and evolving business needs.

Project Requirements

  • Scalability and Flexibility:

    The existing ITSM system lacked the scalability and flexibility required to support the retailer's expanding global operations. The company requires IT service availability of 70%, which can scale to meet future growth and adapt to changing business needs.

  • Process Standardization and Collaboration:

    Separated processes and custom systems in different regions led to inconsistent workflows and hindered collaboration between global teams. The project required a unified platform that helped standardize processes, reducing IT infrastructure costs by 35% and facilitating seamless collaboration across all regions.

  • Incident Management:

    Manual incident management processes delayed the resolution of critical IT issues and negatively impacted store operations. Aiming to reduce critical IT incident resolution time by 50%, the organization sought a solution that automates incident management workflows, accelerates resolution times, and minimizes disruptions in business operations.

The Suma Soft Approach

Suma Soft’s team leverages ServiceNow Migration services to migrate all existing service management data to ServiceNow, preserving critical information while transitioning from on-premise infrastructure to a cloud-based system. We configured key modules such as Incident Management, Service Request Management, and Problem Management and integrated the platform with the retailer’s other business systems for a seamless experience. By leveraging ServiceNow’s Cloud Management, ITSM, and Virtual Agent, the retailer could modernize its IT service operations and provide a scalable, cloud-based platform that integrated seamlessly across regions.

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ServiceNow Solution

These solutions enabled the client to achieve the following:

  • Unified Service Management:

    Our ServiceNow migration services consolidated the retailer’s global IT service management functions and IT service management (ITSM) processes onto a single platform, improving visibility and control and creating standardized workflows in a unified service portal. This consolidation improved cross-functional collaboration between IT teams in different regions by 60%.

  • Faster Incident Resolution:

    Automated processes reduced manual efforts required to perform repetitive tasks, freeing the client’s IT team to focus on strategic initiatives and speeding up incident resolution by 40%.

  • Improved Operational Efficiency:

    The cloud-based platform improved scalability, enabling the retailer to handle increased service requests without additional infrastructure.

  • Enhanced Reporting and Analytics:

    Real-time reporting and analytics provide valuable insights into IT service performance, enabling data-driven decision-making and continuous improvement. Implementing interactive dashboards improved visibility into key performance indicators by 30%

Business Outcomes

ServiceNow Migration services empowered the retailer to achieve the following.

  • 20% reduction in IT support costs.

  • 15% Increase in User Satisfaction with IT Services

  • Modernized IT Service Management Processes

  • Consolidated Global Service Operations

  • Improved Efficiency

  • Better Customer Service

  • Increased Operational Agility
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