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Cloud Platform Unifies Manufacturer's IT Service Management

The Challenge

A major North American plant and machinery manufacturer grappled with IT issues resulting from six different ticketing systems. Although each system worked well on its own, lack of ticket integration made tracking down faults difficult and led to lengthy mean-time-to-repair periods. In addition, the manufacturer had little or no visibility into how tickets moved through the systems. Maintaining six ticketing systems on-premises was also costly in terms of the hardware and maintenance effort needed. Competing in the industry meant placing ever-greater demands on its IT systems, and the manufacturer needed a more efficient and effective way to deal with trouble tickets. Our commercial offering and six years of flawless SAP support made the manufacturer choose Cognizant's manufacturing technology experts.

Our Approach

We began by helping the manufacturer identify the requirements for its IT service management project. Then we proposed migrating to a cloud-based ServiceNow platform, as it would enable the manufacturer to achieve significant savings in infrastructure and maintenance costs. Our expertise in IT service management is recognized by ServiceNow, which also counts us as number one among its partners. We implemented ServiceNow across the manufacturing organization and migrated its six legacy platforms, all without a hitch. The project involved migrating a manual configuration management database as well as integrating enterprise tools. Within 12 weeks, we completed a service desk transition involving 13 languages. We also implemented chat for non-voice-based support, auto-routed incidents to improve first-level resolution rates and introduced a smart voice recognition tool to complete tasks without human intervention.

ServiceNow Platform Streamlines Service Management

By migrating to ServiceNow, the manufacturer now has a single platform for incident, service request, problem and knowledge management, as well as a portal that end users can use to raise issues efficiently and cost-effectively. The platform also helps guard against cyberthreats, as ServiceNow aggregates security information and alert messages raised by analysts, end users and event management systems. The platform helped the manufacturer improve its customer service scores, achieve a consistent first-level resolution rate above 75% and reduce the number of full-time employees required for service desk roles by 23%.

$1.6 million

saved annually through multiple digital transformation initiatives


increase in efficiency through process standardization

From 16% to less than 5%

slashed call abandonment rates


decrease in mean time to repair