CASE STUDY

Enhancing Desktop Support Services
with ServiceNow

End User Support
Manufacturing

Project Highlights

Scope

  • Implemented comprehensive desktop support services for end-users and VIP clients.
  • Streamlined service workflows through ServiceNow integration.
  • Enhanced service delivery through knowledge management and gamification.
  • Established interactive reporting capabilities using BI tools.

Challenges Overcome

Optimised service delivery for a large user base.

Maintained high service level agreements (SLAs).

Implemented efficient workflow management systems.

Established comprehensive knowledge management solutions.

Business Impact

The project delivered exceptional performance metrics.

Solution SLA achievement
Same-Day Solution Rate
Monthly Records Processed
Records Per Person Efficiency Rate
Staff/Days with Backup Coverage

These metrics demonstrate the project’s success in delivering high-quality support services while maintaining optimal efficiency levels.

The Client

  • A leading industrial holding company with diverse business operations.
  • Known for maintaining high standards in operational excellence.
  • Focuses on implementing innovative technological solutions.
  • Prioritises employee productivity and service quality.
  • Requires robust support infrastructure for complex business operations.
Corporate business team and manager in a meeting

The Problem

The client needed a solution to:

  • Establish reliable end-user and VIP support systems.
  • Improve workflow efficiency and service delivery.
  • Implement better tracking and reporting mechanisms.
  • Create engaging support service experiences.

The Solution

A comprehensive desktop support service solution was implemented.

ServiceNow Implementation

Streamlined workflows and automated service processes.

Knowledge Base Managemen

Deployed a comprehensive knowledge management system.

Service Catalog Enhancement

Updated and optimised service offerings.

BI Reporting Tools

Launched interactive reporting capabilities.

Gamification Integration

Implemented engagement-focused support features.

Team & Technology

Tech Stack Utilised

ITSM

  • ServiceNow

BI Tools

Team Composition

Team of 12 providing end-user and VIP support services

The Outcome

The desktop support services implementation transformed how the client managed their IT support operations.

Optimised Support Process

Streamlined the support workflow, making it more efficient and user-friendly for all client levels.

Enhanced Knowledge Management

Created a sustainable system for capturing and sharing technical knowledge, enabling faster problem resolution.

Improved Service Quality

The combination of ServiceNow implementation and gamification elements ensured consistent, high-quality support delivery while maintaining team engagement.

The transformation established a foundation for sustainable, high-quality desktop support services.