CASE STUDY
Industry | Banking and Financial Services
Technology | ServiceNow
Location | London, UK
The client is a global professional services firm providing advice and solutions to customers on risk, retirement, and health. At present, it services customers across the globe in 120 countries. To facilitate service requests, the client has employed a Global Service Desk (GSD) team to provide results by using proprietary data and analytics to deliver insights that reduce volatility and improve performance.
SharePoint's form capabilities were inadequate for managing complex service transitions
Manual processes created delays in onboarding projects and hindered effective communication
Data silos made it difficult to gain holistic insights or collaborate effectively across ITSM tools
SharePoint interface was not user-friendly, impacting user engagement and overall satisfaction
30% Reduction in Time
A fall in request processing time significantly improved project onboarding timelines.
40% Improvement in Adoption
Increase in user adoption reflected a positive reception of the new system
Collaborated closely with key stakeholders to gather comprehensive requirements for the new system.
Developed a systematic approach for migrating data, including mapping fields from SharePoint to ServiceNow and validating data post-migration.
Created a user-friendly ServiceNow Service Request form with features such as automated notifications, tracking, and reporting.
Conducted thorough testing, including user acceptance testing (UAT), to identify and resolve any issues before the official launch.
From a global perspective, the most important function of IT service is “ticket tracking”. This migration made the entire process intuitive and visualized. There is greater visibility into who, when, and what has been done on any given request. This clarity helps the requester and IT staff on communication and expectations.
Director - IT & Communications
Informed Strategic Decisions
Enhanced data insights with access to real-time analytics, led to better decision making.
Audience
- Executives, CTOs, Director
- IT Consultants
- Business Analysts
- Project Managers
- IT Project Coordinators
- Architects and Specialists
