CASE STUDY

Driving Operational Excellence
with ServiceNow

End User Support
IT / Technology

Project Highlights

Scope

  • Enhanced organisational memory by launching a knowledge base management application.
  • Improved operational insights with the introduction of interactive reporting using a BI tool.
  • Boosted team engagement by implementing a gamification application.

Challenges Overcome

Delivered continuous monitoring and support while maintaining exceptional service levels.

Addressed the need for tools to improve knowledge sharing and operational decision-making.

Motivated team members with gamification to enhance productivity and performance.

Business Impact

The project delivered significant improvements to operations.

Solution SLA
Same-Day Solution Rate
Call Handling Success
Monthly Records Processed Per Person
Monthly Records Handled

These advancements streamlined processes, enhanced service delivery, and improved team productivity.

The Client

  • A forward-thinking organisation committed to delivering reliable IT support and operational excellence.
  • Dedicated to leveraging innovative tools to enhance service quality and operational efficiency.
Software Developer Working on Computer

The Problem

The client needed a solution to:

  • Deliver reliable and scalable remote desktop support and 24/7 system monitoring.
  • Provide tools for effective knowledge sharing and operational reporting.
  • Motivate team members through gamification to improve engagement and efficiency.

The Solution

The solution addressed the client’s needs with:

24/7 Monitoring and Support Services

Ensured continuous system and desktop support.

Knowledge Base Management Application

Launched to enhance organisational memory and troubleshooting.

Interactive Reporting Tools

Introduced BI-powered analytics to enable data-driven decision-making.

Gamification Application

Improved workforce engagement and team performance.

Team & Technology

Tech Stack Utilised

ITSM

  • ServiceNow

Monitoring Tools

BI Tools

Team Composition

5 remote desktop support professionals

8 monitoring and OS specialists

The Outcome

The solution delivered measurable results.

Optimised Operations

Improved service reliability and operational efficiency.

Same-Day Resolutions

Resolved 98.4% of issues on the same day.

Scalable Systems

Designed to meet the demands of growing operations.

Enhanced Productivity

Boosted team engagement and service standards.

This comprehensive solution transformed the client’s IT operations, enabling them to achieve high service standards and adapt to evolving operational demands.