The Client
The client is a US-based security integrator providing commercial security, fire, and life safety solutions. It was recently carved out as a standalone entity from a leading home security solutions provider.
The Challenge
For a workforce of 500 employees across 100 locations in the US, the client had a significant volume of projected annual tickets to be addressed. Effectively addressing these tickets and adhering to stringent service level agreements (SLAs) were critical for the client’s business continuity and growth. Since the client was setting out as a standalone entity, it needed to implement a robust service management process ecosystem, control mechanisms, and SLAs – backed by a nimble, single-pane view across its entire IT service landscape – to support operations from day one.
The client trusted Persistent’s know-how and chose ServiceNow as its service management platform, which would enable best-of-breed solutions, flexibility, and scalability. Persistent’s IT and service management domain expertise and deep integration within the ServiceNow ecosystem helped the program go live within ten days of inception.
The Solution
Persistent Sets the Foundation for Smoother IT Operations with ServiceNow and Microsoft
Working with an agile mode, Persistent’s ServiceNow experts started by mapping the client’s IT landscape needs back to the day-one operational needs to quickly configure ServiceNow IT Service Management (ITSM) and IT Operations Management (ITOM) modules, enabling ticket logging, tracking, knowledge base utilization, and base IT management functions, which would allow teams to start supporting IT users and deliver seamless services. A pragmatic approach combining a deep IT domain knowledge with know-how of how services align with each ITSM and ITOM component under ServiceNow – ensured smooth roll-out and operational go-live within ten days.
To deliver on tight timelines, Persistent helped the client prioritize ServiceNow features for a minimal viable product that could address business needs and ensure continuity, traceability, and SLA performance from day one.
Bringing the right synergies between Microsoft and the client’s IT domain, Persistent deployed critical integrations with the ServiceNow modules to enable automation and self-service capabilities. The team leverages Intune and ServiceNow Discovery to automate the tagging of IT assets, such as laptops, mobiles, etc., across the data centers and the cloud to the IT asset management modules. A ServiceNow AI-powered Virtual Agent, plugged into the client’s Microsoft Teams, enables auto-ticketing capabilities, allowing users to raise tickets and check updates through a chat interface. Azure Active Directory for multifactor authentication has been deployed to ensure secured access to the right users.
The Outcome
Lightening-paced, Zero Defect Roll-Out in Record Time
Persistent’s ServiceNow experts worked with the client’s IT leadership to configure a ServiceNow-powered, single-pane view of IT service and operation management within ten days, resulting in:
Adherence to timelines outlined in the transitional service agreement
Improved SLA management for IT tickets and incidents
Improved experience for the client’s IT teams
Laying the foundation layer for an integrated process ecosystem
Laying the foundations for an improved business user experience with AI-powered self-service capabilities
As part of the next implementation phases, Persistent will deploy a persona-based self-service portal affording a personalized experience, a full gamut of service management process ecosystem enabling optimized operations while also driving automation via zero-touch provisioning functionality empowering users to provision new cloud environments or servers with minimal manual intervention, further streamlining IT operations and improving end-user experience.
