Problem Biketec, a Swiss-based company specializing in e-bike parts, faced challenges in managing OEM part replacement requests. Their customers lacked a centralized system to submit, track, and dispute replacement requests efficiently. The existing process relied on manual coordination, leading to delays, miscommunication, and inefficiencies. Solution Reddytec developed a custom OEM portal integrated with ServiceNow’s Customer …
Problem: A leading European bank faced challenges in IT Service Management (ITSM) due to the lack of seamless integration between its existing BMC Remedy ITSM system and ServiceNow. The fragmented workflows led to delays in ticket resolution, inconsistencies in SLA enforcement, and a poor end-user experience. Additionally, the bank needed better mechanisms for end-user feedback …
• Design an automatic discovery process of environments, create a robust and solid integration process to populate CMDB from 3rd party services.• Re-design Change and Incident process that comply with CSDM• Align all company services with CSDM 3.0 (implement Foundational and Crawl stages)• Guidance of implementation rest CSDM phases (Walk, Run, Fly)• Build a roadmap …
• Extensive Catalog and Portal Support• ITSM Run and Support
• Guidance on ITOM Visibility (Discovery, Service Mapping) and ITOM Health (Event management)• Configuration of Discovery for very diverse environment (60 unique CMDB classes)• Guidance and support in onboarding data for Service Mapping• Aligned MID Server configuration with real network design.• Aligned Incident and Change Management with ITOM Visibility results.
Implementation of CSDM in a full scale• Remediating departments, locations, contracts, and products (Establishing of Foundation data of CSDM)• Configuration of ITOM Visibility (Implementation of Crawl stage of CSDM)• Creating Service Portfolio, identifying Service Offerings, configuring Dynamic CI groups (implementation of Walk stage of CSDM)• Identifying Business Services (implementation of Run stage of CSDM)• Guidance …
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