Challenges
- Limited CSM Functionality: Missing AI, proactive operations, and field service capabilities slowed service maturity.
- Integration Gaps: The lack of real-time synchronisation with RDG, Dynatrace, and Zabbix risked delayed responses.
- No Unified Case View: Siloed case, incident, and change data hindered resolution and accountability.
Solution Delivered
- Dedicated Instance Setup: Deployed a standalone ServiceNow instance tailored to business-specific needs.
- Categorisation Redesign: Rebuilt the category structure into scalable Services and Service Offerings for improved case routing and reporting.
- Automated Assignment Mapping: Replaced Excel-based mapping with dynamic, rule-based assignment to streamline case routing.
Benefits & Outcomes
- Successful Platform Exit: Transitioned off the Atos platform before the March 2025 deadline.
- Future-Ready Architecture: Positioned the platform to upgrade to CSM Pro+ and adopt Agentic AI.
- Scalable Self-Service: Enabled a customer-facing portal to support ongoing digital service expansion.