ServiceNow-led NextGen Operational Transformation and Cost Savings for an Engineered Pumps & Compressors Manufacturer

Client

The client manufactures highly reliable engineered pumps and compressors for global companies in the oil & gas, power, and water processing industries.

Client Ask

• Increased service efficiency.
• Reduced TCO.
• Improvement in IT performance through a quicker resolution of issues.
• Modernization of the IT infrastructure through the adoption of new-age tech.

LTM Solution

• Converged Ops across Apps, Infra, and EUC:
  • Integrated Command Center
  • Nextgen Service desk
  • Cross-trained 1.5 Team
  • Script-driven automation
• Automated Operations:
  • License expiry notification
  • Identification of faulty tapes causing backup failures
  • Server provisioning
• ServiceNow MSP:
  • Setup of ServiceNow MSP instance (IM, PM, CM, SRM, and KM)
  • Integration of SCOM & SolarWinds with ServiceNow
• Personalization:
  • Simplification of customer satisfaction survey (smiley-based)
  • Simplification of Problem Management process in ServiceNow PM module
  • Remote configuration of laptops through Intune implementation

Business Benefits

• 99% CMDB efficacy through physical audits
• Increase in user satisfaction index up to 90%
• 30% reduction in MTTR
• ~USD 70K cost savings
• ~60% reduction in server provisioning time
• ~25% reduction in major incidents