At Devhd, our customers' successes are the best measure of our impact.
This story highlights how we helped a leading provider of IT and business services that offers a comprehensive portfolio, including consulting, system integration, and IT outsourcing, tailored to meet clients' unique needs across various industries. Recognized for its strong market presence and customer-centric approach, the company delivers innovative solutions spanning Cybersecurity, Cloud and IT Infrastructure, Applications, Data Center Services, and Business Consulting.
Understanding the Pain Points, Challenges, and Objectives
The customer initially faced challenges due to extensive customizations in their legacy ServiceNow instance and difficulties in achieving data segregation between their operational companies (OpCos) and external clients. Their primary objective was to deliver a consistent, secure global service experience to multinational clients.
To address these issues, Devhd and ServiceNow collaborated closely to assess the organization’s needs, ultimately identifying the ServiceNow Customer Service Management (CSM) module as a more suitable solution within their context (they had previously been using the SecOps module). This strategic shift aimed to prioritize customer experience and service excellence.
Why ServiceNow and Devhd?
The customer was already using ServiceNow when they approached us at Devhd, recognizing the platform’s potential to streamline complex service operations. ServiceNow’s versatility and robust capabilities made it an ideal choice for standardizing processes, enhancing data security, and supporting global service delivery.
Devhd provided guidance on the ServiceNow CSM module, which was a better fit for the customer's specific challenges. The close collaboration between Devhd, ServiceNow, and the customer was crucial in aligning the solution with their operational needs while improving service delivery. With over 10 years of successful ServiceNow projects, Devhd brought it’s team expertise to the table, to enable a smooth and impactful implementation.
The Implementation
Their Cybersecurity Department collaborated with us at Devhd to define and implement the ServiceNow CSM solution, including a Global Customer Service Portal. The project aimed to facilitate global service delivery to multinational clients by leveraging common tools and processes. Integrations with critical systems like Swimlane, Opsgenie, and Entuity enabled seamless information exchange, automated workflows, and real-time monitoring, ensuring that customer requests were promptly addressed and resolved.
This solution aligned well with their objectives, streamlining global service delivery and enhancing data security, significantly boosting their ability to provide reliable, high-quality service worldwide.
Phased Implementation
The phased approach broke the project into manageable stages:
1. Phase 1: Proof of Concept (POC)
This phase involved configuring the ServiceNow CSM module to meet specific needs, including data segregation capabilities, and designing a scalable, flexible Global Customer Service Portal. Integration with Swimlane, Opsgenie, and Entuity ensured cohesive operations and real-time data flow.
2. Phase 2: Standardized Processes
After the POC’s success, the second phase focused on implementing standardized processes for delivering cybersecurity and non-cybersecurity services globally. Data segregation solutions were enhanced to ensure only designated support groups within a customer account could access related cases.
Results
By centralizing its cybersecurity service operations on the ServiceNow platform with CSM, the organization achieved greater agility, transparency, and consistency. Operational companies now serve multinational clients more efficiently. Additionally, the Global Customer Service Portal offers a centralized, intuitive platform for customers to access relevant information and self-service solutions, significantly improving the user experience.
Future Enhancements and Strategic Growth with ServiceNow
The company plans to further leverage ServiceNow’s capabilities by expanding automation features to enhance operational efficiency, utilizing advanced analytics and AI-driven insights to better understand service trends and customer needs, and continuously adding new features to the customer service portal to improve user experience and service delivery. We look forward to building on this foundation for future opportunities to drive innovation and deliver value.
