ServiceNow ITSM Implementation for a Global Retailer

Streamlined IT Service Management for Enhanced Customer Support

Client's Background

A leading global retailer operating in 20 countries manages a complex, high-volume IT environment. This organization supports a diverse customer base and a dynamic business mode to maintain consistent service delivery across all locations. The organization prioritizes a customer-centric approach, essential for delivering exceptional customer experiences. The vast scale of its operations demands an ITSM solution capable of adapting to evolving business needs.

Challenges

  • Escalating Incident Resolution Times:

    Significant increase in the time required to resolve IT incidents, leading to delays in service restoration.

  • Backlog of Unresolved Service Tickets:

    A substantial rise in unresolved IT service tickets, resulted in service disruptions and customer dissatisfaction.

  • Inefficient First-Call Resolution:

    A consistently low first-call resolution rate, leading to increased workload, longer wait times, and decreased efficiency.

Project Requirements

  • 50% Faster Incident Resolution:

    Minimize downtime and enhance user experience.

  • Real-Time Service Visibility:

    Enable insights to proactively improve IT operations.

  • Scalable, Future-Ready Solution:

    Adaptable platform to support business growth.

  • IT Process Automation:

    Standardized workflows for incident, problem, and change management.

ServiceNow ITSM Solution

Suma Soft implemented key Optimizing ServiceNow ITSM modules to address specific requirements:

  • Incident Management:

    This module provided a centralized platform for logging, tracking, and resolving IT incidents. Automated workflows expedited issue resolution, leading to 40% reduced response time..

  • Problem Management:

    Our Problem Management module helped prevent future issues cutting recurring IT incidents by 32% and improved overall service stability by identifying the root causes of recurring incidents..

  • Change Management:

    This module ensured that IT changes were implemented, controlled, and coordinated, leading to 85% faster approvals and minimizing unplanned downtime by 22%..

These solutions enabled the client to achieve the following:

Within six months of implementation, the retailer achieved:

  • 40% decrease in IT incident resolution time, improving operational efficiency.

  • 25% reduction in IT support costs, optimizing IT service desk resources.

  • 55% improvement in first-call resolution rates, enhancing end-user satisfaction.

  • 30% reduction in service downtime, ensuring uninterrupted customer-facing operations.

By implementing ServiceNow ITSM, the global retailer transformed its IT service management, improving efficiency, reducing operational costs, and enhancing customer support. The scalable, automated ITSM framework now supports the retailer’s continued expansion while ensuring seamless service delivery.

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