CASE STUDY

ServiceNow Solutions
for Unified Support Organisation

End User Support
E-Commerce

Project Highlights

Scope

Unified support structures between a multinational e-commerce corporation and its strategic partner.

  • Standardisation: Designed a support organisation aligned with global standards for service delivery.
  • Service Portfolio Development: Created comprehensive IT and non-IT service and application portfolios.
  • Change Advisory Leadership: Led risk analysis and service implementation through an established Change Advisory Board.
  • Performance Monitoring: Implemented a monitoring framework for service performance, aligning with defined KPIs and CSFs.

Challenges Overcome

Addressed fragmented support structures and unaligned processes between the organisation and its partner.

Established standardised processes for service portfolios, change management, and problem management.

Enhanced monitoring capabilities to track and improve service availability and performance.

Business Impact

The project delivered substantial improvements.

Support Process Alignment

Service Availability Monitoring

Change Management Efficiency

Service Implementation Success Rate

These improvements strengthened the partnership by streamlining support structures and aligning service operations with global standards.

The Client

This project was a collaboration between two industry-leading e-commerce organisations.

  • A Global Leader in E-Commerce: This multinational corporation is renowned for its vast online marketplace, cutting-edge logistics network, and innovation in digital commerce. With operations spanning numerous countries, it serves millions of customers daily and has set global standards for e-commerce and technology-driven solutions.
  • A Prominent Regional E-Commerce Partner: Known for its rapid growth and strong market presence, this organisation has become a dominant player in its region. Leveraging local insights and innovative strategies, it has built a loyal customer base and achieved significant success in adapting global best practices to regional needs.

Both entities partnered to unify and optimise their support structures, reflecting their commitment to operational excellence and delivering unparalleled service to customers worldwide.

E-Commerce-Client

The Problem

The fragmented support structures created operational inefficiencies.

  • Lack of standardised service portfolios, change management, and problem management processes.
  • Disconnected support organisations leading to delays in service delivery.
  • Inadequate monitoring systems for service availability and performance, impacting overall operational quality.

The Solution

A unified and streamlined support organisation was established.

Support Organisation Design

Consolidated support structures and designed a unified organisation aligned with global standards.

Service Portfolio Development

Created IT and non-IT service and application portfolios to ensure consistency.

Change Management Leadership

Led the Change Advisory Board to analyse risks and implement services effectively.

Performance Monitoring Framework

Designed and implemented a robust monitoring structure for service performance, leveraging KPIs and CSFs.

Team & Technology

Tech Stack Utilised

Platform

  • ServiceNow

Monitoring Tools

  • ServiceNow Performance Analytics and customised dashboards for KPIs and CSFs

Team Composition

6 ServiceNow developers

4 process analysts

2 project managers

The Outcome

The ServiceNow implementation achieved transformative results.

Unified Support Structures

Bridged gaps between the e-commerce corporation and its strategic partner.

Standardised Processes

Aligned service portfolios and change management processes across organisations.

Enhanced Monitoring

Improved service availability and performance tracking with advanced monitoring tools.

Operational Efficiency

Streamlined support workflows, enabling faster and more effective service delivery.

This solution empowered the organisations to achieve seamless collaboration, standardised service processes, and enhanced operational quality.