Success Story.

Optimizing the ServiceNow application landscape for a flagship airline

The challenge

To sustain the technical relevance, improve application reliability, and enhance business competence of the existing IT stack, the client was looking to evolve their ServiceNow landscape.

Service requests for the client were manual and led to response lags. There was a need to integrate a robust reporting framework reflecting prompt and proactive information about incidents. The client also was looking to cost-effectively and effortlessly lower the turnaround time to resolve service requests.

The solution

After carefully analyzing the requirements, team YASH leveraged the battle-tested YASH ‘Next-Gen global AMS (Application Management Services) framework to construct a responsive, customer-centric, and value-driven solution package. From upgrading the existing ServiceNow Kingston Release 2018to the New York Release 2019, enabling a software asset management (SAM) platform, implementing a chatbot, to developing a weekly reporting framework, and establishing a discovery regime, the team ensured that all improvements reflected positively on the client’s daily operations and balance sheets.

Business impact

The advanced features implemented by YASH significantly helped improve the client’s IT posture and technical preparedness from a business value perspective. The resolute AMS interventions helped ensure higher system stability, service availability, all leading to discounted incident ticket volumes. The automated incident resolution framework empowered the client’s workforce with an institutionalized ITSM culture, guaranteeing shorter response cycles, reduced human resource bandwidth, and ubiquitous service availability.

30% lower

human resource bandwidth

30% lower turnaround time

to handle service requests

100% service availability & access

through the ServiceNow mobile platform

Download Full Case Study