Tailored Workflows and Targeted Visibility for Policy-Driven Service Management

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Challenges

  • Rigid Approval Workflows: Standard change and knowledge approval procedures didn’t align with customer-specific policies.
  • Limited Audience Targeting: Needed more tailored visibility settings for sensitive ticket types.

Solution Delivered

  • Custom Knowledge UI: Created a UI page for selecting knowledge bases with simplified navigation.
  • SOW Homepage Enhancements: Updated the layout to surface daily data insights.
  • Widget Optimization: Reordered widgets for improved portal usability.
  • Audience-Based Visibility: Configured HR ticket visibility restrictions based on user roles.

Benefits & Outcomes

  • £65k FY25 Revenue: Generated £65k in FY25 revenue.
  • 100% Policy-Aligned Approvals: Streamlined change and knowledge workflows.
  • Boost in UX: Delivered cleaner layouts and optimized widget structures.
  • Controlled Access: Ensured HR-related tickets are visible only to relevant audiences.