Case Studies
CASE STUDY

Managed Desktop Support Services for Holding Company – ServiceNow Solutions

About The Project

Team size: 12

Solution SLA: 99.7%

Same day solution: 98.4%

Monthly records: 1,250

Records per person: 6.6

Staff/days with backup: 77

Scope

  • Our FCR solution service provides end-user and VIP support at company headquarters as well as another location with a dedicated team of 12 professionals.
  • We have successfully activated the ServiceNow process implementation to streamline workflows and enhance efficiency.
  • The service catalogue has undergone a comprehensive update as part of service improvement efforts.
  • We activated the knowledge base management application to improve information sharing and support.
  • We started an interactive reporting service using a BI Tool for enhanced data analysis and insights.
  • Additionally, the team activated a gamification app to increase engagement and motivation.
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