Federal Law Enforcement Agency
Past Performance Review
As is common with other organizations, this Federal Law Enforcement Agency had been relying on legacy tools and applications to deliver mission critical IT Services. A lack of visibility across disparate tools resulted in a significant impact to the quality of delivered services.
Neoteric’s implementation of ServiceNow’s ITSM addressed these issues by providing a unified solution for the delivery of IT Services.
Challenges
Outdated Tools
Outdated legacy tools limited the opportunity for change and improvment of IT processes.
Disparate Processes
No single source of truth containing Knowledge Bases, Service Catalogs, and ITSM processes.
Lack of Automation
No clearly defined automated workflows or approvals.
Vision
This organization was using an outdated tool for IT Service and Configuration Management. Unifying technologies across the organization using a more robust and integrated IT solution was imperative.
Neoteric delivered a robust and intuitive automation of ITSM processes to improve Service Desk functionality and ensure the removal of bottlenecks within all of the organizational IT Services.
Cloud Service & Product Delivery
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Configuration Management
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Incident Management
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Change Management
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Service Request Management
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Service Catalog Management
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Knowledge Management
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Problem Management
The Neoteric Solution
Neoteric successfully implemented each of the ITSM applications and integrated the CMDB with an external data source, completing the initiative within 60 days. This allowed the organization to gain visibility into and tie together their ITSM processes. In addition to automating a customized change management solution, the deployment included the creation of a fully featured Service Catalog/Service Portal, enabling users to request software/hardware, access knowledge and log incidents in one convenient location.
KEY OUTCOMES INCLUDED:
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Dynamic Service Catalog Item Fulfillment and Approval Process
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Populated CMDB by integrating SCCM
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Configured custom change process
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Intuitive User Portal that enabled users to request and find information quickly
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Configured LDAP and SSO