Government Optimizes Operational Efficiency with ServiceNow ITOM & ITSM
Reduction in incident resolution time
50%
improvement in CMDB accuracy and resource tracking
Faster change management processing
"Working with GlideFast was an amazing experience. The team was fantastic throughout the entire project. The implementation, testing, and training were all exceptional, and now we have a fully functional system that our staff can confidently manage!"
Government Agency Testimonial
Summary
A government agency sought assistance in optimizing its IT operations by implementing ServiceNow’s IT Service Management (ITSM) and IT Operations Management (ITOM) solutions. The organization faced challenges with decentralized service desk operations, inefficient manual processes, and slow response times. GlideFast helped implement Incident Management, Change Management, Service Catalog/Request Management, Service Portal, and a Configuration Management Database (CMDB) to streamline operations, improve efficiency, and enhance tracking capabilities.
Challenges in Centralizing IT Operations
The agency struggled with lagging response times and inefficient workflows, relying on manual methods for handling incident tickets and requests. Additionally, there was a need to centralize service desk operations and automate repetitive change management processes. Transitioning from Excel and PDF-based systems to a fully automated ServiceNow environment was crucial to improving efficiency and tracking the status of various configuration items.
Optimizing IT Service Management with ServiceNow
The proposed solution involved creating roles and groups within ServiceNow for different departments, enabling users to submit incidents or requests that would automatically route to the appropriate group for resolution. Automated change management workflows were tailored to meet the specific needs of the agency, improving efficiency in processing weekly and monthly change requests. GlideFast worked closely with the client to deploy the required MID Server, configure Discovery schedules, and ensure the proper integrations were in place for seamless operation in both development and production environments. This included on-site training, testing, and regular refinement sessions to ensure the solution met their expectations.
Transforming IT Operations with ServiceNow
The implementation of ServiceNow ITSM and ITOM resulted in measurable improvements across the organization’s IT operations. Key outcomes include:
- Reduction in Incident Resolution Time: By centralizing service desk operations and automating workflows, the organization saw a significant reduction in the time required to resolve incidents. This increase in efficiency allowed teams to address issues faster, improving overall service delivery.
- Faster Change Management Processing: The automation of change management processes streamlined the handling of frequent change requests. This reduced manual intervention, decreased errors, and improved the alignment of change requests with the organization’s internal workflows, ultimately speeding up approval and implementation.
- 50% Improvement in CMDB Accuracy and Resource Tracking: With the introduction of a more robust CMDB, the organization achieved a 50% improvement in tracking configuration items and operational activities. This enhanced visibility allowed teams to manage resources more effectively and ensure the accuracy of their IT asset records.
These outcomes not only increased operational efficiency but also enhanced accountability and transparency, positioning the organization for future growth and continued success in managing its IT infrastructure.
Industry:
Government
Location:
DC, United States
People:
10,000+ Employees
Products:
- ServiceNow IT Operations Management
- ServiceNow IT Service Management