CASE STUDY
Industry | Finance
Technology | ServiceNow
Location | United States
The client is a US-based global professional services firm with expertise in risk management, insurance brokerage, and advisory services. With a presence in over 120 countries, the company provides innovative solutions and insights to help clients mitigate risks, improve performance, and achieve sustainable growth. They faced significant inefficiencies with their service request management for database and middleware services. The existing process was cumbersome and not tailored to the specific needs of different service requests, leading to delays and errors.
Challenges
Lack of specificity due to using a single form for all service requests.
The forms were highly complex, which made it challenging to complete accurate form submissions.
Difficulty processing requests quickly, which led to increased turnaround times.
A single form for all database and middleware requests led to user's confusion and errors.
66%
Decrease in Error Rate
Reduced
Form Complexity
Improved
User Satisfaction
Implement new forms that address specific service requests.
Reduced the number of variables, UI policies, policy actions, and client scripts.
Created a form for middleware that manages changes, decommissions, upgrades, and patching for middleware instances.
Created a separate forms for generic database requests and for database backups, restores, and clones to different dataases.
Congratulations and a big thank you to everyone that worked on the catalog standardization project. The team did a great job working through all the tasks that came up and hats off to everyone that worked on this project.
Sr. Director IT
50%
Increase in Customer Activity
Audience
- Executives, CTOs, Director
- API & Integration Experts
- Business Analysts
- Project Managers
- IT Project Coordinators
- Architects and Specialists
