Optimize and tool the request management process with ServiceNow

The ISD of a major French water supplier and recycler wanted to improve its image with users by enhancing the request management process and tooling it on the ServiceNow platform,

The project objectives were:

• Construct a Core Model on identified boundaries to serve as a basis for the entire group,

• Improve the user experience in terms of processing IT requests and incidents.

• Re-establish the fundamentals of a “good” IT department, facilitate everyone’s work, and provide a better response to requirements.

• Measure and improve the quality of services delivered to users,

• Maintain and develop the ServiceNow ITSM solution

Yunit conducted the following actions:

• Construction and re-definition of unique processes for all entities,

• Migration of the most-used service offerings to the ServiceNow catalog,

• Implementation of service request management,

• Migration of assets to ServiceNow,

• Redesign of the CMDB,

• Redesign of the user portal,

• Maintenance of the ServiceNow solution.

• Improved user experience

• Accurate management of IT support activities

• Better consideration of business line needs

• A single portal to simplify the user experience