ITSM Modernization & SLA Recovery

Optimizing Global IT Support & Reducing SLA Breaches
Role: ServiceNow ITSM Consultant / Developer

A global manufacturing firm was struggling with an SLA breach rate of 35%. Tickets were frequently assigned to the wrong groups, and the "Change Management" process was so slow that developers were bypassing it entirely, leading to unauthorized changes that caused system outages.

WHAT WE DECIDED UPON:

Redesign the Incident and Change management workflows to increase speed and accountability, while implementing a "Self-Service First" culture to reduce the burden on the Help Desk.

ACTION:

1. Intelligent Routing: Configured Assignment Data Lookups and Assignment Rules based on Category/Subcategory to ensure incidents reached the correct resolution team immediately.

2. SLA Overhaul: Standardized Service Level Agreements (SLAs) across different regions. Built custom SLA Workflows that send proactive warnings to Managers when a ticket reaches 50%, 75%, and 90% of its duration.

3. Change Automation: Streamlined the Change process by implementing Standard Change Templates for low-risk, recurring tasks, allowing them to bypass the CAB (Change Advisory Board) for faster execution.

4. Knowledge Integration: Enabled Contextual Search on the Incident form so that as an agent types, relevant "Known Error" articles from Problem Management appear, speeding up resolution.

"Before this project, our Service Desk felt like it was constantly fighting fires. TRONEXA didn't just give us a new tool; they gave us a better way to work. The automated SLA alerts and the new Service Portal have completely changed our relationship with our users. We are finally proactive instead of reactive."

David Chen

Head of Global IT Operations

RESULT :

Compliance: Improved SLA compliance from 65% to 94% within the first quarter.

Efficiency: Reduced "Mean Time to Resolve" (MTTR) by 22% through automated routing.

Stability: Unauthorized changes dropped by 80%, resulting in a 15% increase in overall system uptime.

Project information

  • Category ITSM (IT Service Management): HANDELING
  • Client ASU Company
  • Project date 01 March, 2020