CASE STUDY
Industry | Financial Service
Technology | ServiceNow
Location | United States
The client operates as a global professional services firm, providing advice and solutions to companies focused on risk, retirement, and health. With more than 50,000 employees in 120 countries, the company supports customers worldwide by using propriety data and analytics to deliver insights that improve performance. Discover how we used ServiceNow Incident Management automation with announcement tracking boosting efficiency and improve transparency for the firm!
Announcements created during major incidents do not include incident or task numbers leaving considerable discrepancies for incident managers
The lack of identifiable references hampers the closure or deletion of announcements after resolution
Incident Managers must perform additional manual searches to find relevant incidents, increasing the time required for effective incident resolution.
Without an efficient tracking mechanism, there is a risk of leaving announcements active even after associated incidents have been resolved
Operational Efficiency
Integrating Incident numbers into announcements streamlining management processes
Increased Transparency
Enhanced tracking of incidents through announcements provides stakeholders with improved visibility into ongoing issues and their resolutions.
Implemented a routine review of incident and announcement data to ensure ongoing accuracy and identify further enhancement opportunities
Established a feedback mechanism for Incident Managers to suggest future improvements or report any issues related to the new functionality
Scheduled periodic training sessions to keep all relevant personnel updated on best practices for incident management automation and the use of the announcement feature.
Regularly updates to all process documentation to reflect changes and improvements, providing a clear reference for current and future team members.
I was pleasantly surprised with the level of service we received with Royal Cyber. Our incidence managers have reported back with great news especially since now they can focus on resolutions rather than administrative tasks.
Director - IT and Communications
90%
Reduction in Errors
Audience
- Executives, CTOs, Director
- IT Consultants
- Business Analysts
- Project Managers
- IT Project Coordinators
- Architects and Specialists
