The client faced significant challenges in managing service requests effectively. They were relying on a mix of Microsoft Access, PDFs, and spreadsheets to track and manage requests, resulting in a fragmented and inefficient system. Key pain points included:

• Fragmented Service Management: Using outdated systems that resulted in slow, time-consuming processes.
• Lack of Automation and SLAs: The absence of automated workflows, service-level agreements (SLAs), and real-time notifications.
• Ineffective Reporting: Limited capabilities for advanced reporting to analyze and track request statuses and performance.

The client needed a streamlined, efficient solution that could automate workflows, establish SLAs, provide notifications, and enhance reporting capabilities.

To address these challenges, GlideFast implemented ServiceNow as the comprehensive service management platform for the client. The solution focused on leveraging ServiceNow’s Hardware Asset Management (HAM) Pro and Software Asset Management (SAM) Pro modules to effectively manage assets, along with custom workflows to improve service request management.

Key elements of the solution included:

• 21 Custom Catalog Items: Developed with custom workflows and order guides, enabling users to easily request services and track progress.
• Asset Management Integration: Utilized HAM Pro and SAM Pro to track hardware and software assets efficiently.
• Streamlined Service Requests: Centralized request submission to reduce complexity, improve user experience, and save time.
• Training and Collaboration: Conducted multiple in-person workshops and training sessions to ensure smooth adoption and maximize user engagement.

The implementation was delivered through agile processes, with two-week sprint cycles, daily communication, and regular demos to keep the project aligned with the client’s goals.

The implementation of ServiceNow’s ITAM (IT Asset Management) solution has resulted in significant improvements in the client’s service request management and asset tracking capabilities. Key metrics and outcomes include:

• Streamlined service requests, potentially saving weeks or months in processing time compared to previous methods, resulting in a 30% reduction in overall processing time for service requests.
• The integration of HAM Pro and SAM Pro modules provided a 25% improvement in asset tracking accuracy, allowing the client to better manage their hardware and software assets in real time.
•  Automation of workflows, notifications, and task assignments reduced manual effort, leading to a 40% improvement in service desk operational efficiency.
• The new system reduced manual intervention by 60%, significantly lessening the time spent triaging and routing support requests.
• The reporting capabilities provided a 35% improvement in data accuracy and enabled real-time visibility into request statuses, asset utilization, and overall system performance.

The client has expressed interest in expanding the solution further, with discussions already underway for the next phase of enhancements. GlideFast continues to support the client in their journey toward optimized service management.