The customer is a leading provider of Managed and Co-Managed IT, Cybersecurity, and Private Cloud Services. This US-based IT service management company prides itself on white glove service supporting life science clients.
The client was looking to implement a best practice solution utilizing the ServiceNow platform based on vendor and industry best practices in order to replace autotask.
The client's data was in multiple tools. They also needed standardized processes such as procurement, incident, and resource management. These challenges were impacting their customer experience massively.
They wanted Everforth GlideFast to provide guidance and leadership in evaluating and making recommendations throughout the implementation of ServiceNow. The focus of this implementation is to ensure a better customer experience by leveraging the ServiceNow Customer Service Management (CSM) module.
Everforth GlideFast collaborated with the client's team to streamline their processes and implemented configurations for the following processes:
Standard Case
User Management Case
Strategy Case
Procurement Case
Incident to Case
Integrations
The ultimate goal was to streamline processes and implement configurations using ServiceNow CSM
Additionally, Everforth GlideFast set up weekly meetings with the client to ensure they were able to conduct process design sessions. To guarantee success, Everforth GlideFast also set up a technical session to determine detailed requirements. Additionally, there were meetings with providers for third-party service application integrations, training sessions, and tests to remediate defects and gather enhancements.
After approximately nine months, Everforth GlideFast configured more than 235 artifacts including tables, UI actions, client scripts, business roles, and workflows. They also configured ServiceNow virtual agent as an intake, leveraged by a customer from the customer portal in order to have an intuitive means of searching for knowledge and submitting requests. In addition, they implemented 10 application integrations with ServiceNow by collaborating with clients' service providers.
The client is still engaged with Everforth GlideFast to perform enhancements after completing this implementation through our Everforth GlideFast remote support services (GRS).