Business requirement
Replace ageing on-premise, service request management platform integrated with SaaS ITSM platform and leverage for end-to-end workflows across the entire organisation. Highly flexible solution able to “shield” end-users and resolvers from rapidly changing organisation.
What we did
- Single self-service portal for all major service lines (IT, HR, Finance, Procurement, Facilities Management)
- Extension to support any line-of-business service requests including Travel Request Management, Heavy Equipment Maintenance, Compliance Requests etc (in total, 29 service areas adopted the platform)
- Over 500 service catalogue items presented with full context sensitivity for each individual user (based on automatically enumerated user characteristics)
- Self-service access to knowledge articles for all service lines
- Ticket status, including history and approval workflow status
- Two way messaging between users and resolvers within the context of any request or incident ticket
- Data driven dynamic ticket routing engine. Addressing routing needs for global vs local fulfilment teams, in-sourced vs outsourced teams, geographical nuances (e.g. snow clearing requests not visible in particular locations), service line specific rules
- Customer centric, business language drive a “Guide Me” navigation feature which directs users to request forms and knowledge articles
- Full multi-language and multi-currency support
- More than one million service requests processed annually
Delivered outcomes
Issue free transition to new platform (over a 12x month duration). Mobile enabled, single end user portal for all service requests with rapid self-service form generation process reducing historical latency from months to weeks.