CASE STUDY
Industry | Finance
Technology | ServiceNow
Location | United States
The client is a global financial services company based in the US that provides a range of risk-reduction products. They have over 50,000 employees working in 120 countries. The company has a large user base and complex requirements for quality assurance (QA). Their operations involve managing various QA tools and service requests, requiring a streamlined and efficient system.
Challenges
The standard completion time of 1-2 weeks was lengthy and often led to project delays.
The form lacked standardization across different requests, leading to inefficiencies and inconsistencies in processing.
There was no clear guidance on using test or sanitized data, leading to potential security risks and data integrity issues.
The long wait times and lack of clarity in the process contributed to user dissatisfaction and reduced adoption of the QA services.
Key Outcomes
Reduced
Complexity in Service Request Management.
Enhanced
Processing Times and Efficiency
Sanitized
Data Across QA Labs
Solutions
The new forms are tailored for specific tools and services, making it easier for users to understand and submit their requests accurately.
The new forms ensure consistent data handling practices across all QA shared services labs.
All requests have a standardized approval process, to ensure checks are in place before proceeding.
The new forms reduce the number of variables, catalog UI policies, policy actions, and scripts, making the system easier to manage.
What Customer Say about RoyalCyber
Congratulations and a big thank you to everyone that worked on the catalog standardization for QA COE. 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
Improved
User Experience & Satisfaction
Audience
- Executives, CTOs, Director
- IT Consultants
- Business Analysts
- Project Managers
- IT Project Coordinators
- Architects and Specialists
