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Modernization through strategic innovation: A Case Study in ITSM Excellence

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Overview.

One of the largest coffee house chains with complex organization and wide geographical spread was facing issues due to outdated ITSM processes not aligned with ITIL standards resulting in inefficient management of their IT services. Coforge redesigned outdated ITSM processes with new automated processes Using ServiceNow and ITIL best practices to improve their ITSM processes and implemented ITSM, Franchisee Portal and Automation Engine for multiple geographies. 

Challenges.

Faced with outdated, inflexible ITSM processes scattered across multiple service desks and a plethora of vendors, the organization was at a crossroads. The dependence on manual and legacy systems with multiple non-standardized catalogues highlighted the strategic need to scale and transform the existing ITSM processes. There was a strategic need to scale and transform the existing ITSM processes in line with industry standards to ensure scalability in the business and create a consolidated catalog streamlining the services to cater to full range of IT services.

Solution.

Coforge’ strategic approach focused on consolidation, enhancement, and automation shifting from fragmented to a unified global service desk. The key solution features include:

  • Technology Integration: Utilized advanced applications for better user interface and service experience, and streamlined fulfilment workflows for faster issue resolution
  • Implemented Coforge Helios AIOps Framework with ServiceNow as the central tool performing ITSM and automation operations.
  • Accelerated Catalog build activity by leveraging Coforge's Catalog Builder application (Built on ServiceNow) that enabled the Business Analysts to contribute significantly to the build and expedited the implementation.
  • Streamlined fulfillment workflows for faster delivery time and issue diagnosis.
  • Defined the right measures of success and predictive metrics to identify performance gaps.

 

The impact.

50%

Reduction in Service Catalogs through Consolidation & Optimization

30

IT Service Catalogs automated in a month improving self service

Higher User Satisfaction
Efficiency improvements boosting user experiences

Bring us your challenge.

Let’s Coforge your next success story.

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