ITOM & ITSM Implementation for a leading manufacturing Company

The Customer: 

A leading manufacturing company in the United States, with over 10,000 employees and multiple manufacturing facilities across the country. The company operates in a highly regulated industry and faces constant pressure to improve operational efficiency and reduce costs.

The Challenge: 

The company’s IT department was struggling to keep up with the demands of the business. They were using multiple legacy systems to manage their IT services, which made it difficult to track and resolve incidents in a timely manner. This led to a high volume of service requests and customer complaints. Additionally, the company had no clear visibility into their IT operations, making it difficult to identify and address performance issues.

The Solution: 

mOne Technologies was engaged to implement a comprehensive IT Service Management (ITSM) and IT Operations Management (ITOM) solution using ServiceNow. The solution included the implementation of the following ServiceNow modules: Incident Management, Problem Management, Change Management, and Asset Management. The solution also included the implementation of ITOM, which provided real-time visibility into the company’s IT infrastructure and operations.

To support the implementation, mOne Technologies provided the company with a dedicated project team and a detailed project plan that included a phased approach to implementation. The team worked closely with the company’s IT department to understand their needs and tailor the solution to their specific requirements.

The Results: 

The implementation of the ITSM + ITOM solution has resulted in a significant improvement in the company’s IT service delivery. The company’s IT department is now able to track and resolve incidents in a timely manner, which has led to a significant reduction in service requests and customer complaints. Additionally, the company now has clear visibility into their IT operations, which has helped them identify and address performance issues more effectively.

As a result of the implementation, the company has been able to improve operational efficiency, reduce costs, and better align IT with the needs of the business. The company’s IT department is now able to provide a higher level of service to the business, which has improved customer satisfaction and led to a more productive workforce. Overall, the ITSM + ITOM solution has helped the company become a more competitive and successful business.