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 collection and customization of the Employee Center portal to improve usability.
Solution:
Reddytec successfully designed and implemented a ServiceNow-based solution to address these challenges:
• Developed and deployed a SOAP-based integration between ServiceNow and BMC Remedy ITSM, ensuring real-time data synchronization.
• Configured and customized the ServiceNow ITSM module to align with the bank’s specific business requirements.
• Defined and implemented SLA rules to improve service level compliance and automate response tracking.
• Designed and developed custom surveys to collect structured end-user feedback for continuous service improvement.
• Enhanced and optimized the Employee Center portal, improving usability and self-service capabilities.
• Troubleshot and optimized integration processes to ensure system stability, performance, and reliability.
• Collaborated with cross-functional Agile teams to ensure technical solutions aligned with business objectives.
Results:
• 30% improvement in ticket resolution time due to real-time data synchronization between systems.
• Increased SLA compliance through automated tracking and enforcement of service level agreements.
• Enhanced end-user experience with a streamlined Employee Center portal and improved self-service options.
• Improved decision-making with structured end-user feedback collection and analytics.
• Greater operational efficiency by eliminating manual processes and reducing dependency on legacy ITSM systems.
• Higher stakeholder satisfaction, as IT teams could resolve issues more effectively, reducing downtime and improving service delivery.
