CASE STUDY

Transforming Media IT
with 24/7 Support and ServiceNow Optimisations

End User Support
Media & Entertainment

Project Highlights

Scope

  • Provided 24/7 end-user support at the head office and conducted ServiceNow process improvement studies to optimise IT operations.
  • Updated the service catalogue, deployed a knowledge base management application, and introduced interactive reporting using a BI tool for enhanced efficiency.
  • Implemented a gamification app to boost team engagement and drive productivity improvements.

Challenges Overcome

Transitioned from a six-member team to a seven-member team for enhanced efficiency and coverage.

Ensured continuous improvement in service delivery standards by implementing ServiceNow enhancements.

Addressed the need for a real-time knowledge management system and interactive reporting capabilities.

Integrated gamification strategies to boost team engagement and motivation.

Business Impact

The project achieved remarkable operational improvements

Solution SLA
Ensured timely resolution of issues with consistent performance.
Same-Day Solution Rate
Delivered high efficiency in handling user support requests.
Monthly Records
Demonstrated the system's robust capacity for handling data.
Records Per Person
Highlighted optimised workload distribution.
Staff-Days with Backup
Ensured reliable backup mechanisms for uninterrupted operations.

The Client

  • A leading media conglomerate that operates various television channels, radio stations, digital platforms, and other media outlets.
  • Requires continuous desktop support and monitoring services to maintain operational efficiency.
  • Focused on enhancing IT processes and improving service delivery standards through innovative strategies and tools.
A team of diverse professionals engages in a business meeting

The Problem

The client needed to:

  • Deliver seamless 24/7 end-user support with limited resources.
  • Enhance the service catalogue and streamline IT processes.
  • Deploy tools for knowledge management and interactive reporting.
  • Boost team performance and engagement through gamification.

The Solution

The following tailored solutions were implemented:

Expanded Team Size

Increased team size from six to seven for better service coverage.

ServiceNow Optimisation

Enhanced IT processes through targeted improvements.

Knowledge Base Deployment

Enabled easy access to information for faster issue resolution.

Interactive Reporting

Introduced BI tools for real-time insights and reporting.

Gamification Strategies

Activated apps to promote team engagement and efficiency.

Team & Technology

Tech Stack Utilised

ITSM

  • ServiceNow

BI Tools

Team Composition

5 service desk analysts

1 process improvement specialist

1 team leader

The Outcome

This project transformed the client’s desktop support and monitoring capabilities.

Optimised Service Delivery

Achieved high SLA and same-day solution rates.

Improved Knowledge Management

Facilitated real-time access to critical information.

Enhanced Team Productivity

Motivated team members through gamification and effective workload distribution.

These advancements ensured the client’s IT operations were both reliable and efficient, significantly enhancing user satisfaction.