Digital Transformation for An Enterprise Client’s Ticketing System & Application Network Operations

Business Problem

The clients’ legacy ticketing system had a very weak operational environment there was no dashboard that gave a view of the current issues facing the enterprise in a large volume ticket environment (over 2,000 tickets/day). IT and business teams had to manually track tickets and create manual priority matrices for ticket resolution. No trend analysis, and tickets once triaged were no longer visible to the triage team.

Technology Landscape

Custom application created on ServiceNow linked to multiple systems (Systems of Record, Systems of Engagement) in a high-volume consumer business.

Our Soultion and team accomplishment

Initial capture of data used generic data fields and criticality of issue was not captured. Our team created custom tagging and tracking labels in the initial triage process to create single view dashboard, custom reports and provide E2E tracking in ServiceNow. Tagging enabled identification of spikes that led team to pro-actively address potential outages. Team created single pane of glass to review open ticket status, created dashboard for management and escalation matrix, and MTTR status. On the operations side where team was monitoring infrastructure and customer experience – team created automated RCA, Event log correlation and used Data Analytics to create a predictive model. Critical threshold breach with auto alerts and smart alerts with cross domain correlation.

Business Outcome

Client was very satisfied as MTTS reduced from 7 days to two days, and 30% increase in overall efficiency and time saved. Resolution time improved over 20% and management got end-to-end visibility with detailed view of operations in a Single Management Dashboard.