SERVICENOW Archives - AQL Technologies

AQL Technologies Helps Financial Institution Optimize Incident Management and Service Availability

Mohammed Hyder — Fri, 25 Apr 2025 18:21:02 +0000

The Client

AQL Technologies worked with a prominent financial institution, a leading bank with an extensive network of branches and a large customer base. The bank’s operations heavily relied on its IT infrastructure, making incident management and service availability critical for business continuity and a seamless customer experience. The bank faced challenges in managing incidents effectively, minimizing downtime, and ensuring high service availability across its vast IT environment.

The Challenge

The financial institution was encountering several challenges related to incident management and service availability:

Fragmented Incident Management: The bank’s incident management processes and systems were decentralized, making it difficult to track incidents, collaborate on resolutions, and share knowledge effectively across departments and locations.
Inefficient Incident Response and Resolution: Without a standardized incident management system, incident response and resolution times were inconsistent, resulting in delayed issue resolution and prolonged downtime, which impacted customer satisfaction.
Limited Visibility into Service Availability: The bank lacked comprehensive monitoring of its IT services, making it difficult to identify and address service disruptions proactively and prioritize incident responses based on the potential impact on services.

The Solution

AQL Technologies proposed a comprehensive solution leveraging ServiceNow’s IT Operations Management (ITOM) capabilities to address these challenges. The solution focused on the following components:

Incident Management Implementation: AQL Technologies implemented a centralized incident management system using ServiceNow’s Incident Management module, defining standardized processes, workflows, and escalation procedures to ensure consistent incident handling and resolution across the bank.
Service Availability Monitoring: ServiceNow’s Event Management and Service Mapping functionalities were used to monitor the bank’s critical IT services in real-time, enabling proactive identification of service disruptions, event correlation, and automated incident creation based on predefined rules.
Integration and Automation: AQL Technologies integrated ServiceNow with various monitoring tools, service desks, and IT infrastructure components, allowing seamless data exchange. This integration automated incident creation, routing, and resolution, reducing manual efforts and improving the speed and accuracy of incident response.
Knowledge Management: AQL Technologies implemented a robust knowledge management system within ServiceNow, allowing the bank’s IT teams to capture, organize, and share incident resolution knowledge. This system helped to reduce reliance on specialized resources and facilitated quicker resolution of incidents.

The Results

The implementation of ServiceNow’s ITOM by AQL Technologies resulted in significant improvements in the bank’s incident management and service availability:

Streamlined Incident Management: The centralized system provided a unified view of incidents, enabling faster identification, assignment, and resolution. This streamlined approach reduced incident resolution times and improved overall service availability.
Proactive Incident Response: Real-time monitoring and event correlation enabled the bank to identify potential service disruptions before they affected customers. This proactive approach minimized downtime and enhanced service availability, leading to improved customer satisfaction.
Increased Automation and Efficiency: The integration and automation of incident management processes reduced manual work, eliminated redundant tasks, and improved incident handling accuracy. IT teams could focus on critical issues and resolve them faster.
Improved Knowledge Sharing and Collaboration: The knowledge management system allowed the IT teams to capture and share solutions for common incidents, which sped up resolution times and enhanced collaboration across teams.
Enhanced Service Availability: By implementing ServiceNow’s ITOM solution, the bank gained better visibility into the health and availability of IT services, enabling proactive issue identification and resolution, and significantly reducing service disruptions.

Testimonial

AQL streamlined our incident management and boosted service availability through automation and real-time monitoring.

– Director, IT Department

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AQL Streamlines Retail Inventory & Supply Chain with ITOM

Mohammed Hyder — Fri, 25 Apr 2025 18:04:52 +0000

The Client

A leading multinational retail organization, with a vast product catalog and numerous store locations, faced significant challenges in inventory management and supply chain optimization. They lacked real-time visibility into their inventory, had manual order fulfillment processes, and struggled with aligning supply and demand. These issues led to inefficiencies, increased costs, and customer dissatisfaction due to stockouts and delayed deliveries.

The Challenge

The client’s existing systems were unable to provide real-time inventory tracking or automate order processing. Manual workflows resulted in errors and delays, which impacted order fulfillment speed and accuracy. The absence of automated forecasting and inventory optimization led to excess stock, stockouts, and higher operational costs.

The Solution

AQL implemented a tailored IT Operations Management (ITOM) solution using the ServiceNow platform:

Real-time Inventory Visibility: Integrated data from point-of-sale systems, warehouses, and distribution centers into a centralized platform, providing accurate, real-time tracking and better decision-making for inventory replenishment.
Automated Order Fulfillment: Streamlined order processing with automated workflows for order routing, inventory checks, and shipment tracking, reducing manual efforts and improving accuracy.
Supply Chain Optimization: Leveraged predictive analytics to forecast demand, optimize reorder points, and balance inventory levels, minimizing both excess stock and stockouts.

The Results

Operational Efficiency: Real-time visibility and workflow automation led to faster, more accurate order processing and reduced inventory discrepancies.
Cost Savings: Optimized inventory levels reduced carrying costs, and decreased labor expenses from automation. The solution also minimized lost sales opportunities caused by stockouts.
Customer Satisfaction: Enhanced order accuracy, faster delivery times, and real-time order tracking improved transparency, leading to higher customer satisfaction and loyalty.
By implementing the ITOM solution, AQL Technologies helped the retail client streamline inventory management, optimize supply chain operations, and achieve significant improvements in efficiency, cost management, and customer service.

Testimonial

AQL gave us real-time inventory visibility and automated workflows that drastically improved our supply chain efficiency and customer satisfaction.

– Director, IT Department

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Streamlining IT Operations in a Hospital Environment with AQL Technologies

Mohammed Hyder — Fri, 25 Apr 2025 17:45:15 +0000

The Client

A prominent hospital providing a broad range of medical services faced significant challenges managing its complex IT infrastructure. With numerous medical devices and systems in place, the hospital needed a solution to streamline operations, improve asset visibility, and maintain compliance with healthcare regulations.

The Challenge

The hospital’s IT operations were fragmented and largely manual. Medical devices were difficult to track, resulting in misplaced equipment, delayed maintenance, and compliance risks. A lack of process automation hindered timely incident resolution and complicated regulatory reporting.

The Solution

AQL implemented a tailored IT Operations Management (ITOM) solution using the ServiceNow platform to meet the hospital’s needs:

Asset Discovery and Management: A comprehensive asset discovery was conducted to map IT components, including medical equipment. Barcode scanning and RFID tagging enabled real-time tracking, improving asset utilization and reducing downtime.
Incident and Problem Management: A centralized system was set up to log, route, and resolve IT issues efficiently. Automated workflows improved response times and reduced service disruptions.
Compliance Enablement: The Governance, Risk, and Compliance (GRC) module was configured to automate regulatory tasks, manage policies, and track audits, ensuring ongoing adherence to healthcare standards.
Proactive Monitoring: Real-time monitoring and alerting were introduced to detect issues early. Dashboards provide clear visibility into infrastructure health, supporting quicker resolution and better decision-making.

The Results

The hospital achieved substantial improvements:

Better Asset Tracking: Real-time visibility and automation led to fewer lost devices and improved maintenance cycles.
Faster Incident Resolution: Streamlined ticketing and routing minimized operational disruptions and boosted staff satisfaction.
Stronger Compliance: Automated controls and risk assessments helped the hospital maintain consistent regulatory alignment.
Increased Uptime: Early detection and resolution of IT issues improved system reliability and contributed to safer patient care.
By transforming their IT operations, AQL Technologies enabled the hospital to operate more efficiently, reduce risk, and enhance service delivery in a demanding healthcare environment.

Testimonial

AQL transformed our IT operations with real-time visibility, faster issue resolution, and improved compliance across our healthcare systems.

– Director, IT Department

The post Streamlining IT Operations in a Hospital Environment with AQL Technologies appeared first on AQL Technologies.

AQL Accelerates CMDB Transformation with ITOM

Mohammed Hyder — Fri, 25 Apr 2025 16:28:37 +0000

The Client

A leading global authority in risk and insurance, operating in over 50 countries with a highly complex IT environment and stringent regulatory obligations.

The Challenge

The organization faced fragmented asset visibility due to disparate databases and manually maintained spreadsheets across various sites. This lack of a unified view hampered compliance, slowed audits, and made it difficult to manage IT assets and dependencies effectively.

The Solution

AQL implemented a centralized, state-of-the-art ServiceNow CMDB using ITOM Discovery. By starting with a lean pilot at one data center and scaling quickly, the team deployed a behavior-led discovery approach. This enabled automated, accurate discovery of configuration items and the consolidation of all asset data under a single taxonomy.

The Results

The results from AQL’s ServiceNow ITOM implementation are as follows:

Project delivered in 7 months instead of the planned 12
99% of key CMDB components discovered automatically
30% more SQL databases identified than with manual systems
Streamlined regulatory compliance and audit readiness

Testimonial

AQL helped us achieve unified asset visibility & faster compliance through an accelerated ServiceNow CMDB rollout.

-Director, IT Department

The post AQL Accelerates CMDB Transformation with ITOM appeared first on AQL Technologies.

AQL Technologies Helped an Education Client Overcome ITAM Implementation Challenges

admin — Tue, 25 Jul 2023 11:48:35 +0000

The Company

The client is a reputable educational institution offering a wide range of academic programs. They faced specific IT asset management (ITAM) challenges due to budget constraints, the need for efficient asset distribution and tracking, and software compatibility concerns. To address these challenges, they collaborated with AQL Technologies, a ServiceNow premier partner specializing in ITAM solutions.

The Challenge

The client was facing following challenges:

1. Budget Constraints: The client operated within limited IT budgets, requiring them to optimize asset usage and reduce software license costs. Maximizing the lifespan of IT assets was crucial to make the most of their limited resources. They needed a solution that could help them track asset usage, identify underutilized assets, and manage software licenses effectively to minimize unnecessary spending.

2. Asset Distribution and Tracking: The educational institution regularly provided laptops, tablets, and other devices to students and staff members. Tracking these assets, ensuring timely returns, and managing software licenses for shared devices posed significant challenges. The client needed a comprehensive solution that could streamline asset distribution processes, automate tracking, and simplify license management for shared devices.

3. Software Compatibility: As an educational institution, the client used various software applications across different departments. Ensuring compatibility between software versions, managing updates, and maintaining license compliance became complex. The client sought a solution that could streamline software management, automate updates, and provide visibility into license compliance to avoid any potential issues with software compatibility.

The Solution

AQL Technologies devised a tailored ITAM solution built on the ServiceNow platform to address the specific challenges faced by the education client. The solution encompassed the following key elements:

1. Budget Optimization: We implemented an asset usage tracking system within the ITAM solution. The solution enabled the client to monitor asset utilization, identify underutilized assets, and make informed decisions regarding asset allocation and retirement. Additionally, the solution provided insights into software license usage to optimize licensing costs and avoid unnecessary expenses.

2. Asset Distribution and Tracking: We implemented an asset tracking system that automated the asset distribution process. The solution utilized barcode or RFID technology to track asset movements, record borrower information, and set reminders for asset returns. It also included a self-service portal for students and staff to request assets and simplified software license management for shared devices.

3. Software Compatibility Management: We implemented a software management module within the ITAM solution. The solution provided a centralized repository for software versions, compatibility information, and license details. It automated software updates, ensured license compliance, and provided alerts for expiring licenses or outdated software versions. This streamlined software compatibility management across departments.

The Results

The implementation of ITAM solution delivered significant benefits to the education client:

1. Budget Optimization: The client achieved better asset utilization and reduced unnecessary spending. By tracking asset usage and optimizing software licenses, they made informed decisions that resulted in cost savings and maximized their IT budget.

2. Streamlined Asset Distribution and Tracking: The solution facilitated efficient asset distribution, automated tracking processes, and simplified software license management for shared devices. This reduced administrative burdens, ensured timely returns of assets, and enhanced visibility into asset availability.

3. Improved Software Compatibility: The implemented software management module enabled the client to maintain software compatibility across departments. It streamlined software updates, ensured license compliance, and reduced compatibility issues, resulting in improved productivity and smoother operations.

The post AQL Technologies Helped an Education Client Overcome ITAM Implementation Challenges appeared first on AQL Technologies.

AQL Technologies Helped a Finance Client Overcome ITAM Implementation Challenges

admin — Mon, 24 Jul 2023 17:57:49 +0000

The Company

The finance client, a prominent financial institution, operates in a highly regulated industry and handles sensitive customer data. They required robust IT asset management (ITAM) solutions to address their unique challenges while ensuring compliance with regulatory frameworks like SOX (Sarbanes-Oxley Act) and PCI DSS (Payment Card Industry Data Security Standard). To overcome these challenges, they collaborated with AQL Technologies, a ServiceNow premier partner specializing in ITAM solutions.

The Challenge

The client was facing the following challenges:

1. Regulatory Compliance: The client faced the challenge of maintaining regulatory compliance while managing their IT assets. They were subject to strict regulations, including SOX and PCI DSS, which required them to maintain accurate records of their IT assets, undergo audits, and demonstrate compliance during regulatory inspections. The client needed a comprehensive solution that could automate compliance processes, provide accurate asset records, and facilitate audits effectively.

2. Risk Management: As a financial institution dealing with sensitive customer data, the client recognized the importance of robust risk management practices. They needed to identify and mitigate cybersecurity risks associated with their IT assets. Vulnerability assessments, data protection, and proactive risk mitigation were key priorities for the client. They sought a solution that could provide real-time visibility into their IT assets, identify vulnerabilities, and facilitate effective risk management.

3. Vendor Management: The finance client collaborated with multiple vendors and service providers, making vendor management a complex task. They needed to manage vendor contracts, track software licenses, and ensure proper vendor support and maintenance. Efficient vendor management was crucial to maintain smooth operations, track software compliance, and optimize IT spending. The client sought a solution that could streamline vendor management processes and improve contract management and license tracking.

The Solution

AQL Technologies proposed a tailored ITAM solution built on the ServiceNow platform to address the finance client’s specific challenges. The solution encompassed the following key components:

1. Regulatory Compliance: We implemented automated compliance workflows within the ITAM system. The solution helped the client maintain accurate and up-to-date records of their IT assets, monitor compliance with regulatory requirements, and facilitate audits. It provided comprehensive reporting capabilities to demonstrate compliance and streamline the auditing process.

2. Risk Management: We implemented a risk management framework within the ITAM system. The solution allowed the client to conduct vulnerability assessments, identify potential risks associated with their IT assets, and take proactive measures to mitigate those risks. Real-time asset visibility and risk analysis helped the client prioritize security measures and enhance data protection.

3. Vendor Management: We implemented robust vendor management capabilities within the ITAM system. The solution facilitated contract management, tracking of software licenses, and maintenance support for various vendors. It provided automated alerts for contract renewals, ensured software compliance, and facilitated effective communication and collaboration with vendors.

The Results

The implementation of ITAM solution delivered significant benefits to the finance client:

1. Improved Regulatory Compliance: The client achieved streamlined compliance processes, ensuring accurate records and documentation of IT assets. The automated workflows reduced manual effort and enabled efficient auditing and reporting, helping the client pass regulatory inspections successfully.

2. Enhanced Risk Management: The solution provided real-time visibility into IT assets, allowing the client to identify vulnerabilities promptly and proactively mitigate risks. The client experienced improved data protection, reduced security threats, and increased confidence in their risk management practices.

3. Streamlined Vendor Management: The implemented vendor management capabilities streamlined the client’s interactions with vendors and service providers. The solution improved contract management efficiency ensured compliance with software licenses and facilitated better vendor support and maintenance. This resulted in optimized vendor relationships, reduced compliance risks, and increased operational efficiency.

The post AQL Technologies Helped a Finance Client Overcome ITAM Implementation Challenges appeared first on AQL Technologies.

AQL Technologies Helped a Manufacturing Client Overcome ITAM Implementation Challenge

admin — Mon, 24 Jul 2023 17:44:23 +0000

The Company

The manufacturing client, a leading company in the industry, specializes in the production of machinery and equipment used in various sectors. With a diverse range of physical assets and a complex supply chain, the client faced significant challenges in effectively managing their IT assets. To address these challenges, they sought the expertise of AQL Technologies, a ServiceNow premier partner specializing in IT asset management (ITAM) solutions.

The Challenge

The client was facing following challenges:

1. Asset Lifecycle Management: The manufacturing client struggled with efficiently managing the entire lifecycle of their physical assets. They faced difficulties in tracking asset procurement, monitoring maintenance schedules, and planning for asset retirement. Without a comprehensive asset management system in place, they encountered issues like inefficient resource allocation, increased downtime due to equipment failures, and difficulties in budgeting for asset replacements.

2. Supply Chain Integration: Due to the nature of the manufacturing industry, the client collaborated with multiple suppliers and partners throughout their supply chain. This complex network made it challenging to maintain visibility and control over IT assets, including hardware, software, and firmware, across the entire supply chain. This lack of visibility led to difficulties in identifying potential bottlenecks, managing asset deployments, and ensuring compliance with contractual agreements and service-level agreements (SLAs).

3. Asset Security and Counterfeit Detection: The manufacturing industry relies heavily on intellectual property protection and ensuring the authenticity of IT assets. Counterfeit or compromised assets could result in compromised product quality, compromised customer data, or even safety risks. The client faced difficulties implementing robust security measures to safeguard their intellectual property and ensuring the integrity of their IT assets. They needed a solution that could help them verify the origin of assets, detect counterfeit products, and establish a secure framework to protect their sensitive information.

The Solution

AQL Technologies proposed a comprehensive ITAM solution built on the ServiceNow platform to address the client’s challenges. The solution leveraged the capabilities of ServiceNow’s IT Asset Management module and was tailored to the unique requirements of the manufacturing industry. The key features of the solution included:

1. Asset Lifecycle Management: We implemented a streamlined asset lifecycle management process, enabling the client to track assets from procurement to retirement. They established automated workflows for asset requests, approvals, and retirements, ensuring accountability and efficient resource allocation. The solution also provided visibility into asset maintenance schedules, enabling proactive maintenance and minimizing downtime.

2. Supply Chain Integration: We integrated the client’s ITAM system with their supply chain partners’ systems, creating a seamless flow of asset information across the entire supply chain. This integration facilitated real-time asset tracking, improved coordination with suppliers, and enabled better management of asset deployments. The solution also provided analytics and reporting capabilities, allowing the client to identify bottlenecks and optimize their supply chain operations.

3. Asset Security and Counterfeit Detection: We implemented security measures to protect the client’s intellectual property and ensure the authenticity of IT assets. They established a secure framework for asset tracking and implemented authentication mechanisms to detect and prevent counterfeit products. The solution included robust access controls, encryption protocols, and auditing capabilities to enhance asset security and compliance.

The Results

The implementation of ITAM solution brought significant benefits to the manufacturing client:

1. Improved Asset Lifecycle Management: The client gained visibility and control over their assets throughout their lifecycle. This resulted in optimized resource allocation, reduced equipment downtime, and improved budgeting for asset replacements.

2. Enhanced Supply Chain Integration: The integration of the ITAM system with supply chain partners’ systems improved coordination, enabled real-time asset tracking, and facilitated efficient asset deployments. The client experienced smoother operations, reduced delays, and improved compliance with SLAs.

3. Strengthened Asset Security and Counterfeit Detection: The implemented security measures provided a secure framework to protect intellectual property and mitigate the risk of counterfeit assets. The client gained confidence in the authenticity and integrity of their IT assets, reducing the potential for compromised product quality and data security breaches.

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AQL Technologies Helped a Healthcare Institution Overcome IT Asset Management Challenges

admin — Mon, 24 Jul 2023 17:09:07 +0000

The Company

AQL Technologies, a leading ServiceNow premier partner, was approached by a large healthcare institution that provides comprehensive medical services to a diverse patient population. With multiple locations and a wide range of departments, the healthcare organization faced significant challenges in managing their IT assets effectively. They sought AQL Technologies’ expertise to implement an IT Asset Management (ITAM) solution that could address their specific needs.

The Challenge

Compliance and Regulatory Requirements: The healthcare institution had to comply with stringent data security and privacy regulations, including the Health Insurance Portability and Accountability Act (HIPAA). They needed to ensure the accurate inventorying of IT assets while safeguarding sensitive patient information. Meeting these compliance requirements was a complex and time-consuming task, given the organization’s large-scale operations.
Asset Tracking in Dynamic Environments: The healthcare institution had a vast number of mobile assets, like medical devices and laptops, which were constantly moving between departments and locations. Tracking these assets, their configurations, and maintenance schedules was challenging due to the dynamic nature of the environment. The organization needed a solution that could provide real-time visibility into asset locations, usage, and maintenance history.
Software License Management: Managing software licenses across multiple departments posed a significant challenge for the healthcare institution. They utilized various software applications that required licenses, making it essential to track usage, ensure compliance, and manage software upgrades efficiently. Manual license management processes were prone to errors, leading to non-compliance and increased costs.

The Solution

To overcome the above-mentioned challenges, they needed a partner with experience & expertise in ServiceNow. AQL’s is a ServiceNow Premier Partner, and our team of certified ServiceNow experts made the right choices for the client to overcome these challenges. We began the process by preparing a user requirements specification document to initiate the design and delivery phase. This phase has led to the discovery of tests, requirements, and documents.

Implementation process

AQL Technologies, as a ServiceNow premier partner, leveraged the capabilities of the ServiceNow IT Asset Management (ITAM) module to design and implement a comprehensive solution for the healthcare institution. The solution addressed the challenges faced by the client through the following key components:

1. Compliance and Regulatory Requirements: We customized the ITAM module to align with HIPAA regulations and implemented robust security measures to protect sensitive patient data. They worked closely with the healthcare institution’s IT and compliance teams to ensure that all required controls and workflows were in place. This included data encryption, access controls, audit trails, and incident management capabilities to swiftly address any security breaches.

2. Asset Tracking in Dynamic Environments: To overcome the challenges of tracking mobile assets, we integrated barcode scanning and RFID technology into the ITAM solution. Each asset was assigned a unique identifier, allowing for easy tracking and monitoring as assets moved between departments and locations. The solution provided real-time visibility into asset locations, configurations, and maintenance schedules, facilitating efficient asset management and reducing the risk of asset loss or theft.

3. Software License Management: We implemented a centralized software license management system within the ServiceNow ITAM module. They integrated with the organization’s software procurement and deployment processes to automate license tracking and compliance. The solution provided real-time visibility into license usage, ensuring that software applications were properly licensed across all departments. Automated alerts and notifications were set up for license renewals, reducing the risk of non-compliance and associated penalties.

The Results

The implementation of the ITAM solution by AQL Technologies yielded significant results for the healthcare institution:

Improved Compliance: The healthcare organization achieved full compliance with HIPAA regulations, ensuring the secure handling of patient data. The customized ITAM module and security measures implemented by AQL Technologies helped mitigate the risk of data breaches and potential regulatory penalties.
Enhanced Asset Visibility and Control: The real-time asset tracking capabilities provided by the ITAM solution enabled the healthcare institution to gain complete visibility and control over their IT assets. They could easily locate assets, track their configurations, and schedule maintenance activities, resulting in improved asset utilization and reduced asset loss.
Streamlined Software License Management: The centralized license management system eliminated manual tracking processes and reduced the risk of non-compliance. The healthcare institution could efficiently track software licenses, manage upgrades, and optimize license utilization, resulting in cost savings and improved software asset management.
Increased Operational Efficiency: The automation and streamlining of asset management processes reduced manual effort and improved overall operational efficiency. IT staff could focus on more strategic tasks rather than spending excessive time on tracking assets or managing software licenses, leading to improved productivity and resource allocation.

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AQL helped a pharmaceutical organization with their ServiceNow implementation journey

admin — Thu, 12 Jan 2023 11:17:58 +0000

The Company

The client is one of the leading pharmaceutical companies in the U.S. They develop and manufacture biosimilar drugs with a production capacity of over 5000 bioreactors. They are currently working on an innovation drug and have five molecules in their portfolio of biosimilar drugs.

The Challenge

The client needed a stable ITSM tool that adhered to strict pharmaceutical regulations. They were looking for a ServiceNow partner experienced in ITSM, who would make their ServiceNow ITSM implementation journey smoother.

These are the challenges involved in the implementation process:

Lack of technical expertise in implementing the ServiceNow platform
The changes introduced to the IT system must follow a specific validation process

The Solution

Implementation process

AQL designed an implementation roadmap that defines the work scope for the ServiceNow ITSM module. Major solutions offered are setting up Incident management, Problem management, Service requests, and post-incident reviews. Our team customized the applications based on the client’s requirements, automated the ITSM workflows, integrated all the help desk related tasks to enable service access.

Testing & Validation process

Our team used the ServiceNow PPM tool to support the creation of documents used in the validation process (FS, CS, DS). It also provided input to the traceability matrix (RTM) and generated evidence in the testing process. After the validation process is complete, the ServiceNow ATF tool conducts regression testing to support platform upgrades, new ITSM module implementations, and the creation of business applications based on ServiceNow.

Training

As their process owners, practitioners, and end-users are using the ServiceNow ITSM platform for the first time. Our team provided client resources and end-users with platform training to avoid any hiccups in shifting and adapting to the ServiceNow platform.

The Results

The project has been successfully completed, and the client is currently working with the ServiceNow platform and planning to make further developments in the future. AQL’s ServiceNow implementation has provided them with the following results:

70% reduction in backtracking and resolution time.
50% reduction in costs with better output.

80% improvement in the performance of their resources.
90% increase in end-user satisfaction.

Testimonial

“We needed an experienced ServiceNow partner to assist us with ServiceNow ITSM implementation. AQL has helped us to implement the ITSM module within a brief period while adhering to the strict pharmaceutical regulations.”

–

Director, IT Department

The post AQL helped a pharmaceutical organization with their ServiceNow implementation journey appeared first on AQL Technologies.

ServiceNow Healthcare Case Study

admin — Mon, 31 Oct 2022 13:44:44 +0000

The Company

The client is one of the leading acute care hospitals in the U.S. They operate more than 60 hospitals across the country, they offer a wide range of services including medical, diagnostics, and surgical for both outpatients & inpatients. They have dedicated themselves to improving the quality of health care services across the nation. On the road to growth, they faced a few setbacks with their legacy IT desk support and software asset management.

The Challenge

Their existing legacy IT Service desk support was not scaling up to their increasing needs. They wanted to update their existing legacy IT service management solution to a more user-friendly solution. They were manually tracking their software assets with spreadsheets.

These are the challenges they were facing:

Issues with their existing legacy service desk support.
Incident resolution was slow.
Lack of visibility due to manual tracking of their software assets.
Failure to align with the ITIL best practices.
Lack of understanding about their software licensing and contracts.

The Solution

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.

The Results

With AQL’s ServiceNow implementation, their Service desk complaints have significantly reduced as the users can resolve simple IT issues through the knowledge portal we created. Their software assets audit process is also simplified as they can track and manage their assets easily with ServiceNow ITAM.

Faster incident resolution
75% increase in service desk support team’s productivity
95% visibility into their software assets
Saved 40% in license true-up costs

Testimonial

“AQL helped us in resolving one of the biggest obstacles in our business growth. Their ServiceNow expert team has implemented the ServiceNow solution that has improved our Service desk support and Software asset management.”

–

Director, IT Department

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