ACL Digital Streamlined ServiceNow Operations and Elevated ITSM Performance

Overview

A leading organization sought to optimize its ServiceNow environment by transitioning support activities from an existing vendor without compromising service levels. The goal was to maintain consistent support for core modules, such as Incident, Problem, CMDB, Facility Management, and HR, while integrating ServiceNow with other critical business functions and developing custom workflows based on unique business requirements.

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Challenges

Compressed Transition Timeline

The handover from the previous vendor had to be swift to prevent any service disruptions

ServiceNow Version Upgrade

Ensuring a smooth upgrade process without affecting ongoing operations was critical

Complex Integration Requirements

The team had to take over and finalize an in-progress integration project from the previous vendor, implementing workflows aligned with specific business requirements

CMDB Module Management

Previously handled by another team, managing and administering the CMDB module required rapid familiarization and high precision

Benefits

Seamless Transition and High-Volume Management

ACL Digital’s team managed over 2,500 tickets monthly, ensuring no downtime or disruption during the transition phase

Enhanced Workflow Efficiency

By integrating ServiceNow with various business functions and creating custom workflows, ACL Digital improved the efficiency of the organization’s IT support operations

Comprehensive ServiceNow Capabilities

ACL Digital’s expertise in various ServiceNow modules—from ITSM and HR to Finance and Facility Management—enabled the client to leverage the platform entirely and streamline service delivery