To overcome the above-mentioned challenges, they needed a partner with experience & expertise in ServiceNow. AQL’s team of experts made the right choices for the client to overcome these challenges. We began the process by collaborating with the client’s IT team to first analyze the client’s business, their existing systems, and the challenges they were facing.  

Service desk support & Incident Management 

Their existing Legacy service desk tools were not scaling up for their growing needs. After migrating to ServiceNow, our expert team automated their incident management and request fulfillment by creating a workflow to categorize and assign the raised tickets to the right agent. We also created an incident tracking system to monitor and track high incidents and report to higher authorities in case of any breach.  

Knowledge Management 

AQL wanted to make their service desk support self-service. We combined their ITSM system with a knowledge database to create a knowledge portal which helped users in resolving simple, common IT issues without depending on the IT team. As their IT team was always busy dealing with multiple incidents, the self-service knowledge portal reduced their workload. 

Asset Management 

The client was managing and tracking their software assets manually with spreadsheets. Their software inventory was inaccurate, out-of-date, and incomplete. AQL upgraded their manual software asset management with ServiceNow ITAM to simplify the audit process, managing and tracking their software licenses & contracts.