Design and implementation of ServiceNow
Design and implementation of ServiceNow
Buxton was able to work with the client to rapidly replace a dated and ineffective trouble-ticket system with an enhanced system leveraging ServiceNow software. The client was able to significantly improve the entire incident management process.
Client Profile
Industry: High-technology Manufacturing
Location: Bay Area
Specialty: Network & Telecommunications Equipment
Challenges
Client was using an MS Access-based trouble ticketing system that was not integrated with its email application. The company was rapidly growing and the system could not scale. Additionally, the system did not have adequate security and could not provide an “audit trail.” The system also did not provide self-service features and routing of incidents and lacked effective reporting functionality.
Our Solution
Buxton worked with the client to design and implement ServiceNow. We also developed customized queues and routing to facilitate the rapid resolution of trouble tickets. Additionally, we developed customed reports and a dashboard to monitor incident status. The solution allowed the client to establish and meet Service Level Agreements (SLAs).
Business Impact
The solution provided a significantly enhanced user experience and improved service levels. It also provided the ability to more effectively and efficiently track tickets, prepare reports, and inform management of the status of incidents via a customized dashboard. Additionally, it provided the client with a single integrated solution for product and IT support.
