Government Services Merger Success with ServiceNow ITOM and ITSM
20%
decrease in manual support requests
30%
reduction in incident resolution time
40%
increase in field technician productivity
“GlideFast made our merger smooth by quickly deploying ServiceNow ITSM. Their team delivered on time, improving our efficiency and setting us up for continued success."
IT Director, Government Services Contractor
Summary
A government services contractor partnered with GlideFast Consulting to unify its IT operations after acquiring a company using ServiceNow. In just one month, GlideFast implemented a comprehensive ITSM solution, including Incident Management, Change Management, a Service Catalog, Service Portal, Mobile Agent, and Virtual Agent. The project modernized the client's IT processes, improving efficiency and visibility while laying the foundation for future ServiceNow implementations.
Merging Two IT Infrastructures
The client faced significant challenges as they merged two companies with different IT infrastructures. They needed to integrate their operations within a tight timeline and implement a unified IT Service Management (ITSM) tool that would serve the needs of both organizations, all while adhering to licensing constraints.
ServiceNow ITSM and ITOM for Seamless Integration
To address the client’s needs, GlideFast Consulting proposed and delivered a comprehensive ITSM solution within a month. Key implementations included:
- Incident Management: Established robust workflows for effective incident resolution.
- Change Management: Implemented structured change management processes.
- Service Catalog: Revamped for a user-friendly, modernized service request interface.
- Service Portal: Created a streamlined, self-service portal to improve user experience.
- Mobile Agent: Developed a mobile app for field technicians to access and update tasks on the go.
- Virtual Agent: Deployed a virtual agent to automate FAQs and assist in knowledge base navigation.
The project also included weekly meetings for progress updates, training sessions for IT staff, and testing for stability and functionality.
Operational Efficiency and Cost Reduction
By leveraging ServiceNow’s robust features, the client was able to meet these objectives, resulting in a consolidated IT environment that supported both companies' needs.
- One-Month Implementation: Completed the full ITSM integration and go-live within the aggressive one-month timeline, ensuring minimal disruption during the merger.
- Increased Efficiency: Reduced incident resolution time by 30% with the implementation of automated workflows in Incident and Change Management.
- Improved User Experience: Enhanced Service Catalog usability, leading to a 25% increase in self-service requests through the Service Portal.
- Field Technician Productivity: Boosted field technician task completion by 40% through the introduction of the Mobile Agent app, enabling real-time access and updates.
- Virtual Agent Adoption: Reduced manual support requests by 20% with the deployment of a Virtual Agent to handle FAQs and knowledge base navigation.
Industry:
Government
Location:
Virginia, United States
People:
53,000+ Employees
Products:
- ServiceNow IT Operations Management
- ServiceNow IT Service Management