Optimizing IT service management landscape with process automation
Headquartered in Palo Alto, The United States, the client is a leading research establishment in the power sector
Looking to improve its turnaround time for incident responses and streamlining IT resources, the client wanted to position their ITSM model closer to the vision of an institution-wide digital transformation.
There was a need to embed an intelligent incident response system with the capabilities to assess the impact of service outages on upstream and downstream capabilities. The client also wanted to simplify iterative tasks like access management and streamline the administrative process with proper digital authentication of documents. Furthermore, given the heterogeneous IT asset inventory was sourced from disparate vendors, there was also a need to automate the assigning of IT maintenance requests to the concerned teams, so that the response time can be improved.
After evaluating the client’s ITSM landscape, the YASH team of consultants identified ServiceNow CMDB as the single source of truth for all incident management needs. This also brought in the additional modules of the ServiceNow platform including Change, Problem and Knowledge Management. The team further implemented third-party applications to self-reset passwords, auto-monitor the vitals of all IT assets, enable a single-sign-on signature, auto-channel requests to concerned personnel, and more.
The solutions implemented by YASH helped the client get daily reports on the system health as well as act proactively on IT incidents. Automated communication and alert systems have remediated the need for additional resources, and full-spectrum visibility of the IT asset pool facilitates rapid incident resolutions, responsiveness and preventive risk mitigation.