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COGNIZANT SERVICENOW CASE STUDY Communications and Technology
COGNIZANT STREAMLINESSERVICENOW OPERATIONSFOR LEADING DUTCH TELECOMMUNICATIONSMAJOR
Major Dutch telecom provider gains streamlined
operations and improved service delivery with
Cognizant-led optimization and management of the
ServiceNow Multi Service Provider (MSP) ITSM
platform.
The Challenge
The client is one of the largest Dutch service providers for ICT
services, landline and mobile services. A ServiceNow multi service
provider (MSP ) instance is the company’s ITSM platform for the
internal organization and corporate customers.
The client faced a very large backlog of tickets. The incumbent vendor
team did not have sufficient knowledge of ServiceNow to clear the
backlog and work on enhancements. Burdened with addressing the
ticket backlog, customer SMEs were finding it difficult to effectively
work on enhancements and strategic initiatives. The situation was
hampering the client’s operations efficiency as well as its ability to
carry out future business plans. The client turned to Cognizant
to rectify the situation and provide continuing support and
development.
AT A GLANCE
A leading Dutch telecommunications
company has a ServiceNow MSP
instance as its ITSM platform, serving
the company’s internal organization
and corporate customers. The client
needed to address a ticket backlog
and enhance the platform. Cognizant
streamlined the ServiceNow
operations with a seamless transition
from an outgoing vendor to skilled
development and operations teams,
resulting in improved service delivery,
efficient operations and increased
customer satisfaction.
The SolutionCognizant deployed a highly skilled transition team that
produced up-to-date documentation of the ServiceNow
processes and functionalities for customer SME approval.
During the transition, the Cognizant team regularly
presented its analysis and key findings to customer SMEs.
After the transition, the Cognizant team worked to reduce
the backlog by analyzing the tickets and finding resolutions
with the help of customer SMEs. That accomplished,
Cognizant and the client focused on enhancing the
ServiceNow platform, forming separate SCRUM teams
and business-as-usual (BAU) teams with a dynamic
capacity model so the BAU team also contributes to the
enhancements when capacity is available.
The ApproachCognizant arranged fact-finding sessions with key
stakeholders and understood the problem areas and
pain points and deployed teams with the right mix of
development and maintenance-oriented team members, all
of whom were ServiceNow and ITIL foundation certified.
Through joint planning sessions, Cognizant planned a
nine-week transition to take over operations from the
incumbent vendor. The transition encompassed a five-week
knowledge acquisition phase, then two weeks of shadow
and two weeks of reverse shadow support. During the
transition, Cognizant did the following:
• Conducted and recorded all knowledge acquisition
sessions via video conferences.
• Documented run books for review and sign-off by the
client.
• Presented detailed reverse knowledge transition
presentations via video conferencing.
• Carried out shadow and reverse shadow phases in
presence of customer SMEs in India.
• Deployed teams on live ticket solving and a small
enhancement build during shadow and reverse shadow
phases.
Post transition, the Cognizant team put extra effort into
analyzing the backlog of tickets and expedited their closure
with assistance from customer SMEs. The teams focused
on closing current tickets, resulting in no backlogs, which
eventually freed up the capacity of the Cognizant team as
well as customer SMEs to address enhancements and
strategic initiatives.
Once the BAU operations were stabilized, Cognizant
formed dedicated teams for Agile development using
ServiceNowSCRUM. The BAU team has the flexibility to
work on enhancements when it has available capacity to do
so.
The teams established a process to update the
documentation whenever enhancements and fixes are
deployed into ServiceNow. Team members now rotate from
the BAU team to the development team and vice versa on
a quarterly basis to gain and maintain knowledge and keep
team members motivated.
Project Highlights
• Almost 50% reduction in backlog of tickets,
freeing up bandwidth for enhancements and
strategic initiatives
• Smooth operations with qualified team to work
on enhancements and BAU activities
• Reduced dependences due to knowledge
retention and fostering among team members
• Well documented ServiceNow processes and
functionalities
• Offshore SME visits resulting in cohesive,
amicable and productive environment
The client’s SMEs make quarterly offshore visits; this
activity has resulted in a cohesive, amicable and productive
working environment.
World Headquarters
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© Copyright 2017, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners.
ABOUT COGNIZANT
Cognizant (NASDAQ-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 205 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.