Service Management Transformation for Leading Lifestyle Brand

Lack of standardized ITSM processes

Lack of flexibility in integrating with the 3rd party systems

Inefficient customizations to meet the business requirement

Lack of reporting & dashboard capabilities

Lack of user –friendly User interface

Manual Asset management

ITSM (Incident, problem, service request, change request)

ITAM (Hardware Asset management and Software asset management)

Self-service portal

Release management

Workflow Automator and Orchestrator

Contract Management

Employee Onboarding/Deboarding employees

Integrations with the 3rd party systems

Improved Average Tickets Resolved Per Agent and Agent Utilization Rate driven via auto-allocation and skill management

Improved ITSM Processes adoption

~ 30 % of reduction in Ticket Resolution Metrics for Average First Time Resolution (FTR), Mean Time to Resolve (MTTR)

Migrated ~100,000 tickets and 1000s of knowledge articles to new platform