Streamlining IT Service Delivery and Customer Experience with ServiceNow

Challenges

• Platform Drift: Heavy customisations deviated from OOB standards, limiting scalability and maintainability.
• No Case Structure: Unstructured case handling made it difficult to track and manage customer requests consistently.
• Limited Self-Service Options: The absence of a modern portal restricted customer access to supported services.
• Integration Gaps: Manual alert handling resulted from the lack of integration between monitoring tools and the service platform.

Solution Delivered

• CSM Remediation: Reverted to OOB standards, removed unnecessary customisations, and improved platform stability.
• Case Type Framework: Designed structured case types for clear categorisation of all customer interactions.
• ConnectWise Integration: Automated alert-to-case creation with contract and entitlement synchronisation.
• Customer Portal: Launched a modern self-service portal for customers to submit, track, and manage cases.
• Change & Problem Management: Standardised processes to govern operational changes and address the root causes of recurring issues.

Benefits & Outcomes

• Improved Platform Stability: OOB alignment simplified upgrades and reduced the long-term maintenance burden.
• Automation & Efficiency: ConnectWise integration eliminated manual alert handling and improved entitlement accuracy.
• Enhanced Customer Experience: A portal with reporting and knowledge base deflection reduced manual ticket volume.