Solutions

ITSM / HRSD Implementation

The Customer

Our client offers tailored financing solutions for individuals purchasing vehicles. With a focus on flexibility and accessibility, they cater to diverse credit backgrounds. Their streamlined application process and personalized customer service ensure a smooth and hassle-free experience for buyers. By partnering with various lending institutions, they provide competitive rates and repayment options, empowering customers to drive away in their dream vehicles with confidence.

The Challenges

The organisation faces several challenges in both IT Service Management and HR service delivery. Their outdated ServiceNow instance exacerbates issues with heavy customisations, limited scalability, and upgradability, leading to ongoing maintenance challenges and a high risk of system instability. Moreover, sharing a ServiceNow instance adds complexity, potentially impacting both IT and HR service delivery efficiency. Addressing these challenges is crucial to enhancing operational efficiency and ensuring reliable service delivery across the organisation.

The Highlights

Enhanced ITSM by rebuilding forms and workflows, which significantly improved operational efficiency and the overall user experience for the employees and customers. The HRSD initiative is designed to guarantee smooth and reliable service delivery for all HR-related tasks, ensuring that their workforce receives timely and effective support. Transitioning from the older Service Portal to the new Employee Center portal offers a more intuitive and unified platform, providing users with a centralised location for all their service needs and improving accessibility. This migration, enabled our client to streamline operations, ensure consistency, and significantly elevate organisational productivity and performance.

The Solution

Our client approached P1 Consulting to assist in their digital transformation to migration to a self-maintained instance of ServiceNow, in order to provide enhanced control and customization over their ServiceNow environment. To provide improved user experience, a transition from the older Service Portal to ServiceNows newer Employee Center, establishing a central point of entry for all IT and HR services. Additionally, a rebuild forms and workflows within the Employee Center, optimising processes and significantly improving user interactions and efficiency.

The Result

Our client successfully migrated from a previous ServiceNow instance to a self-maintained instance, ensuring a seamless and secure data transition. This significant achievement was complemented by the comprehensive standardization of their processes, enhancing consistency and efficiency across the organization. Additionally, we implemented a centralised support for end-users through the Employee Center portal, providing a unified platform that significantly improves user experience and satisfaction.

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