This case at a glance
| Client | Major information and communications company (retail group) |
|---|---|
| Challenge | Many incidents, mixed with tickets that needed no action |
| What we did | Usage assessment, revised ticket rules, and integration with other systems |
| Products | ServiceNow ITSM, Datadog, AWS, and more |
| Results | Reviewed tickets from Datadog, about 90% of the total, and cut tickets that needed no action |
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About the client
• Industry: Major information and communications company (retail group company)
• Company overview: The client mainly plans, develops, operates, and maintains the systems that support the group's businesses, and sells hardware and software. -
Challenges
• Need for a management approach
With many incidents, managing them was a burden for staff. Tickets that needed action were mixed with tickets that only needed checking, and deciding priorities took time.
• Challenges in using ServiceNow
Even after ITSM was introduced, some work was still done by hand or in Excel, and some functions were not fully used. Some request work had been consolidated, but integration with external systems was not in place, leaving work split up. -
Solution
• Building an environment based on our expertise
To help the client use ServiceNow more effectively, we proposed a service that assesses how it is used, and we are building an environment that fits the work.
• Defining a management approach and proposing improvements
We studied current operations in detail, analyzed ticket criteria and processing, and proposed ways to reduce unnecessary tickets.
We also proposed integration with AWS as an external connection and helped automate request work.
• Proposing the best ways to use ServiceNow
We identified unused functions, set them up, and organized operating flows. We also used additional functions such as App Engine to make the work easier to extend, and set up integration with other systems such as Backlog, Zendesk, and Salesforce so that information can be managed in one place. -
Results
• More efficient and accurate work
Less manual and Excel work improved efficiency, and the newly used functions automated ticket processing and made it more accurate.
Tickets created from Datadog had made up nearly 90% of several thousand incidents, and revising the ticket rules made it possible to cut tickets that needed no action.
External integration unified request work and sped up processing, and integration with other systems prevented scattered information and lightened the load on staff.
• Planning further improvements
We have studied an automatic judgment function and continue to support the client in building a structure that should further reduce the workload.
