ServiceNow Implementation
ServiceNow Implementation
Buxton was able to work with the client to replace a custom and ineffective trouble-ticketing system with an enhanced system leveraging ServiceNow software. The client significantly improved the entire incident-management system and related processes.
Client Profile
Industry: High-technology Manufacturing
Location: Bay Area
Specialty: Network Devices
Challenges
Client was using a home-grown trouble ticketing system that did not meet user expectations. The company was quickly growing and the existing custom application could not meet functional, reporting, or data requirements. Additionally, the system did not have adequate security and reporting capabilities. The custom system also did not provide any self-service features.
Our Solution
Buxton closely worked with the company to design and implement ServiceNow. We also developed customized queues and routing to facilitate the rapid resolution of trouble tickets. Additionally, we developed a dashboard and custom reports to monitor incident status. The ServiceNow-based solution facilitated the establishment of Service Level Agreements (SLAs) and greatly improved customer satisfaction.
Business Impact
The solution provided a significantly enhanced user experience, improved service levels, and facilitated valuable reporting. It also provided the ability to track tickets, prepare value-added reports, and inform management of the status of incidents via a customized dashboard. Additionally, it provided the client with a complete solution for IT support.
