Global Semiconductor Major Enhances Application Performance with Proactive Incident Management with ServiceNow

Client

A global semiconductor designer and manufacturer that provides technology solutions targeting the automotive, industrial IoT, mobile, and communication infrastructure markets.

Challenges

The client's ongoing transition from the BMC Remedy system to ServiceNow resulted in a complex environment with 145 thousand end users staggered across multiple toolsets. The mission-critical infrastructure required 24x7 monitoring to avoid financial impact due to system failures. The many changes led to spikes in priority incidents that adversely impacted the business. Application performance issues and the recurrence of outages of critical applications due to the lack of a well-defined problem management process were also identified as challenges.

LTM Solution

LTM provided a comprehensive solution that addressed the client's challenges.

• Set up a dedicated support team for proactive/reactive incident management and problem management to handle business-specific processes and reporting. 
• Engaged with the ServiceNow team to review OCC custom requirements and prioritize them for implementation. 
• Provided 24x7 monitoring through homegrown systems and ScienceLogic solutions provided by the client. 
• Conducted periodic reviews of planned changes/releases to prepare and staff OCC for potential surges. 
• Adopted Informatica Enterprise Analytics to set up preventive resolutions.

Business Benefits

• 35% reduction in total critical incidents reported in one year.
• 35% QoQ reduction in NO RCAs.
• 72% YoY reduction in recurring CI failures.
• Pre-tested and supported a seamless transition from BMC Remedy to ServiceNow.