Significant Cost Savings, Converged Operations for Global Manufacturer of Lifting & Material Processing Products & Services

Client

The client is a global manufacturer of lifting and material processing products and services, delivering lifecycle solutions that maximize customer return on investments.

Client ask 

• One-IT across the enterprise
• Automate keys area across infra operations 
• Self-help and self-heal for issue resolution
• Knowledge-driven resolution 
• ‘Single source of truth’ for IT

LTIMintree Solution

Converged Ops across Apps, Infra, and EUC:

• Enterprise Command Center
• Nextgen Service desk with Bots and Self-Service 
• Cross- trained 1.5 Team
• Intelligence with Mosaic AIOps

 Automated Operations: 

• Automation First with LTM Bot Library integrated with ServiceNow 
• Mosaic AIOps to drive intelligence and Self-Heal on AWS and On-Premise

ServiceNow as IT Storefront: 

• Single Source of Truth 
• Integration with bots and DevOps 
• Implementation of Bots, Self-Service, KM Portal, and One-Click Survey for Feedback

Personalization: 

• Design of key business personas to provide differential service 
• Global baseline processes with regional adaption for better acceptance
• Multi-Lingual Support & Knowledge Management in Service-now

Business Benefits

• 197 catalogs automated across 17 IT processes
• 85% firstlevel resolution
• 1 million annualized cost savings with FinOps
• 1.5 million savings with backup tech debt reduction
• 0.72 million savings with self service and ERP workload automation
• 60% improvement in TTR
• 59% reduction in backlog