SOLUTION

Launched ServiceNow, a global 24x7 ticket entry and resolution tracking system, including customized workgroup views.

• API Integration with current MSP and SAP vendors

• Automated dashboard and metrics reporting – no more spreadsheets!

• Tracking of issues, assignment to specific team members, setting priorities, and monitoring progress

• Mobile app for ease of ticket creation while traveling

RESULTS

• Replaced 19,000 emailed issues with automated tickets for simple management

• Allowed leadership to clearly track response times, escalation path, resolution times, and commensurate procedures

• Identified patterns, bottlenecks, and areas for improvement.

• Automated reporting allowed consolidated views of issues and resolutions

• Enabled automation of assignment workflows

• Allowed easy access to team members for training documentation within the platform