Problems:

• Research issues maintained in spreadsheets and updated manually  
• Low visibility of tickets being delivered  

Approach:

• Work with stakeholders to understand process and discover pain points  
• Provide optimized solution by abiding by best practices  
• Create reusable components to ensure longevity of solution 

Solution:

• Developed strong Service Management foundation  
• Created request forms and developed custom user interfaces to overcome platform limitations
• Automated request routing to relevant teams  

Business and Customer Outcomes :

• Over 40+ forms across the business unit automated in ServiceNow  
• Automated reporting created  
• Automated workflow and approval process created