ServiceNow Case Study

AQL helps sports equipment company improve their IT services with ServiceNow

ServiceNow Services

The Company

Our client is a sports equipment manufacturing company with offices across 20 countries. They have been in the business of manufacturing and selling high-quality equipment for over 10 years. With offices across the globe, it was becoming difficult to manage their IT system. They needed an efficient and scalable ITSM platform to manage their IT systems.

The Challenge

The need for digitalization and the lack of uniformity in the IT services prompted them to migrate to a scalable, efficient ITSM platform and implement it across the organization. They were facing the following challenges because of their legacy IT service management system.

  • Their IT team in different countries uses different ITSM solutions leading to inconsistent outcomes. 
  • It was becoming increasingly difficult to coordinate, plan and manage their IT services due to disparate systems.  
  • This lack of uniformity in their IT systems was also affecting their employees’ productivity and efficiency.  
  • The Incident resolution was also slower.

They were in search of a perfect partner with experience in ServiceNow implementation to configure and customize the system. Their requirements were to ensure consistency across the regional IT teams and customize the system to match their business workflows.

The Solution

Experts at AQL have deep domain expertise in ITIL and ServiceNow practices. Our team conducted an in-depth analysis of their regional departments’ ITSM tools to provide a solution that eliminates challenges and meets our client’s requirements.  

We designed a solution that supports processes like Incident Management, Knowledge Management, and request fulfillment. From implementation to migration, our experts handled every step of the process diligently. Along with implementing an ITSM solution, we also implemented other features that helped their organization improve efficiency.  

  • Incident management 

 We automated their existing manual process of incident management and request fulfillment and then created a workflow that automatically categorizes the tickets and assigns them to relevant agents to investigate and resolve the issues quickly. We also created an incident monitoring system to check the responses to high-priority incidents and alert higher authorities in case of any breach.  

  •  Knowledge management  

Our client’s IT team was already busy resolving and handling IT incidents. So, we wanted to free them from the burden of resolving simple IT issues. We created a knowledge portal and included all the articles that will help users resolve simple IT incidents. The users do not have to reach out to the IT team for simple queries anymore; they can access the portal and find the solutions themselves.  

The Results
  • Our customized ServiceNow ITSM solution standardized the ServiceNow platform across all their IT departments in different countries.  
  • We successfully migrated their existing ITSM solutions across different countries to ServiceNow in record time. 
  • 80% increase in productivity of their IT team. 
  • Reduction in incidents by 50%. Incidents are now resolved in a matter of minutes. 

“AQL’s team of experts helped us in gaining uniformity across our IT department. We were short on time and needed the ServiceNow migration and implementation to be done faster. Their team has delivered the final product on time and enhanced the functionalities of our existing services. Our IT team can now handle and resolve complex issues within no time”. 

Director, IT Department