ACL Digital Streamlined ServiceNow Operations and Elevated ITSM Performance
Overview
A leading organization sought to optimize its ServiceNow environment by transitioning support activities from an existing vendor without compromising service levels. The goal was to maintain consistent support for core modules, such as Incident, Problem, CMDB, Facility Management, and HR, while integrating ServiceNow with other critical business functions and developing custom workflows based on unique business requirements.
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Challenges
Compressed Transition Timeline
The handover from the previous vendor had to be swift to prevent any service disruptions
ServiceNow Version Upgrade
Ensuring a smooth upgrade process without affecting ongoing operations was critical
Complex Integration Requirements
The team had to take over and finalize an in-progress integration project from the previous vendor, implementing workflows aligned with specific business requirements
CMDB Module Management
Previously handled by another team, managing and administering the CMDB module required rapid familiarization and high precision
Solution
ACL Digital demonstrated its strength as a technology partner by delivering a smooth transition and elevating service quality through comprehensive ServiceNow support and custom development. With a proven track record in agile delivery, integration, and workflow optimization, ACL Digital positions itself as an ideal partner for businesses seeking reliable and expert ServiceNow solutions.
- Swift ServiceNow Transition and Dedicated Support: A team of five specialists seamlessly took over ServiceNow development and support from the existing vendor. This team provided dedicated assistance across ITSM, HR, Finance, and ServiceNow modules.
- Improved Service Levels and CSAT Scores: ACL Digital strongly emphasized customer satisfaction, specifically improving the CSAT scores for IT helpdesk services through refined workflows and reliable support.
- Broad ServiceNow Module Expertise: ACL Digital managed an extensive range of modules, including ITSM, Finance, HR, Change Management, Asset Management, and CMDB, as well as integrations with third-party applications.
- Agile Development and Delivery: The team employed agile development practices, enabling rapid deployment and integration with critical business functions
Outcomes
Seamless Transition and High-Volume Management
ACL Digital’s team managed over 2,500 tickets monthly, ensuring no downtime or disruption during the transition phase
Enhanced Workflow Efficiency
By integrating ServiceNow with various business functions and creating custom workflows, ACL Digital improved the efficiency of the organization’s IT support operations
Comprehensive ServiceNow Capabilities
ACL Digital’s expertise in various ServiceNow modules—from ITSM and HR to Finance and Facility Management—enabled the client to leverage the platform entirely and streamline service delivery
