The Client
The client is a leading device-to-cloud cybersecurity company which creates enterprise and consumer security solutions with 8000+ employees. The client uses ServiceNow for their day-to-day tasks in IT Service Management, HR Service Delivery, Project Management and Enterprise Security Compliance and Risk Management.
The Challenge
The ServiceNow modules of IT Service Management, HR Service Delivery, IT Business Management and Governance, Risk and Compliance Management are subscribed to by the client.
The client was looking for a technology partner who could provide more structured support services and continual improvement across all ServiceNow modules through more integrations, and automation and enhanced reporting. The client was looking for improved quality of service and a reduction in operational costs.
Our Solution
Mindtree, as a Service partner, instigated a structured delivery process and governance model. We provided support services in ServiceNow modules of IT Service Management, HR Service Delivery, IT Business Management and Governance, and Risk and Compliance. Mindtree provided the solution around –
- Enhanced ITSM processes, redesign of catalogs and automation of service requests
- Implementation and deployment of a virtual agent for technology Services, people success etc.
- Rebranding of all HRSD applications, modules and workflows to customer naming conventions
- Intuitive portal experience through enhanced and rebranded HR portals
- Revert policy and compliance and risk module to OOB processes
- End-to-end GRC process deployment inline with OOB processes
- CyberGRX ServiceNow Integration, PowerBI and ServiceNow API integration for enhanced risk reporting
- Reversal of IT Business Management process – Idea, demand, project to OOB process, thereby reducing the upgrade challenges and maintainability.
Client Benefits
The customer greatly benefitted by reduction in operation costs by 50%, faster deployments through agile delivery, automation of 80% mundane and reoccurring activities, enhanced end user experience and continual service improvements.
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