Enhanced Release & Service transition and Change Management processes: Automated workflows reducing manual efforts and improving process efficiency.
Overview.
Our customer representing the management and operational backbone of a critical aviation hub, found itself navigating through a particularly cloudy patchwithcomplex integrations & multiple teams involved and lack of process maturity due to non-alignment with ITIL standards. Coforge delivered an ITIL aligned ServiceNow platform with ITSM enhancements, revenue management workflows and seamless integrationsimproving operational efficiency and enabling better decision making.
Despite a hefty investment in cutting-edge tools, the processes on the ground were not aligned with the industry’s best practices, namely those set out by the ITIL and faced major business challenges:
Huge investment in tools but not leveraging the Service Now OOB features available with ITSM pro.
Lack of process visibility at the leadership level.
Solution.
Coforge delivered an ITIL aligned ServiceNow platform to comply with the external audit and optimized the process states and implemented the following changes and enhancements:
Provided better visibility to leadership with Reporting Dashboard creation & Performance based Dashboard with meaningful metrics.
Implemented features for Change management CAB workbench, Change Success Score.
Implemented ITSM Pro features not leveraged by the customer.
Enhanced dashboards with the capability of Performa based reporting to complete view to all the stakeholders on existing processes/Modules
The impact.
20%
Increase in operational efficiency through workflow automation
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