CASE STUDY
Custom ServiceNow Incident Management Solution for Leading US Restaurant Chain
About The Client
Texas Roadhouse, a well-known restaurant chain with locations throughout the United States, encountered difficulties in effectively managing its IT infrastructure. Due to a complex environment and diverse data sources, the company faced challenges in maintaining accurate and reliable data in its ServiceNow CMDB, resulting in operational inefficiencies and governance issues.
Industry | Hospitality
Solutions | ServiceNow
Location | USA
Business Challenges
- Request management was not leveraged efficiently due to requests being labelled as incidents.
- The extensive customizations caused performance degradation.
- Custom fields distorted the incident creation form, and the channels for incident creation were inconsistent.
- Proper data governance and validation processes were lacking.
Business Solutions
- Set up the proper classification of incident tickets through categories and subcategories.
- Provided guidelines to differentiate between incidents and requests.
- Reviewed CIs (configuration items) to build appropriate categories and subcategories
- Set up a robust governance process and consistent intake processes for creating tickets.
Key Outcomes
Efficient Tracking and Incident Management
Improved Employee Productivity
Rapid Service Restoration Through Automation
Improved Agent Productivity
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