SERVICENOW

Challenge

Being a multinational company, the end Customer had regional IT service management teams using local ITSM systems. This caused inconvenience when planning, managing and coordinating the settlement of IT service issues. Therefore, the end Customer decided to migrate to ServiceNow and was looking for a partner with a ServiceNow expertise to customize and configure the system. Key requirements was to introduce ITIL processes of service operation

Solutions

Renee.ai ITSM experts delivered a solution that supported the following 5 processes:

• Incident Management
• Request Fulfillment
• Change Management
• Configuration Management
• Knowledge Management

Renee.ai team configured the Workflow module to translate the end Customer’s process diagrams into ServiceNow and determine workflow functionality by using workflow activities.

Scripts Background

Our expertise team developed Background Scripts ( Client Side Scripting ) to automate the Incident data where automatically update the Business Duration Time, Duration Time, Business Resolve Time, Resolve Time of all the Incidents at a single time.

Email Automation

Once after the Incident got resolved, the respected user will be receiving an email to their respective emails . This Incident automation will give the update to the user minimizing the time and effort to the ServiceNow Admin.

Results

The end Customer received a customized ITSM solution supporting the following processes: Incident Management, Request Fulfillment, Change Management, Knowledge Management, and Configuration Management. The project implementation helped the company to unify and standardize IT service management for all departments.

Challenge

End Client had a customized tool with limited ITSM functionality that affected the business. Moreover, some functionalities couldn´t pause SLA, causing penalties, and with no flexibilities, didn´t allow personal configuration, all of which made easy tasks more difficult.

Solutions

Moving from ITSM to CSM Renee.ai decided to make a decision to solve its problems: moving from ITSM to CSM and migrate to ServiceNow.
ServiceNow´s Customer Service Management ( CSM ) reduces customer effort and increase workflow and process.
It also provides real-time metrics andreal-time collaboration mechanisms that drives a better service and understanding of the customer´s structure and needs.

The goals of this transition were:

• ONE Customer Support Management tool (CSM)
• ONE unified process (except necessary deviations)
• ONE set of KPIs
• ONE organization

The main challenge was to migrate all customer data from different sources and get a platform with centralized customer data.

Results

ServiceNow CSM process allows all customer data and stores all their contracts, service offerings and service commitments with the needed flexibility.

Challenge

End Client is looking for Building a chatbot for his Employee Service Center to handle common inquiries using Virtual Agent which gives more efficient results in less time without involving a real HR specialist.

Solutions

Renee.ai decided to make a decision to solve its problems:

Firstly, we have created an user-friendly portal for employees to interact with HR easily where Employees can access relevant knowledge articles, ask questions in a live or bot-powered chat, request assets and HR services, track and execute HR tasks and more.

This app additionally allows HRs to run employee campaigns to keep employees informed on corporate matters, stimulate event participation, etc.

Results

ServiceNow Virtual Agent and workflow automation process allows all employees within an organization to raise the tickets and access relevant articles using bot-powered chat ( Virtual Agent ) and resolve the issues without involving a real HR specialist.