Modernization through strategic innovation: A Case Study in ITSM Excellence

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Faced with outdated, inflexible ITSM processes scattered across multiple service desks and a plethora of vendors, the organization was at a crossroads.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.