Transforming IT Operations For A Global Manufacturing Leader With ServiceNow
About Client
The globally prominent manufacturing company approached Aegis for better IT solutions. The mid-sized company is known for delivering customized industrial machinery to various industries. They are the global leaders with a team of over 2400 employees. The company runs across multiple continents- to be specific 3 continents. They provide tailored machinery solutions to several other industries. Eg: Construction, Automotive, and many more.
Problem Statement
The manufacturing company faced a lot of issues related to its IT operations. They have approached Aegis SoftTech for a robust IT solution to face these challenges. They stated:
"We faced constant delays in resolving IT issues due to outdated systems and manual processes.”
"Our onboarding process was all over the place, making it difficult for new hires to have a smooth start."
"Without real-time data, we couldn’t get a clear view of how things were running or spot where things were getting stuck."
- We need a modern solution to improve efficiency and support our growth
Objectives
- Streamline IT service management to improve issue resolution.
- Automate and fast-track employee onboarding.
- For better visibility, Provide real-time reporting.
Solutions Offered
Aegis Softtech chose to implement ServiceNow after a thorough assessment to address the company’s IT operational challenges.
Tech Stack Used
- ServiceNow ITSM,
- HR Service Delivery,
- Performance Analytics,
- Active Directory,
- Microsoft Teams,
- SAP ERP,
- ServiceNow Studio,
- APIs.
Development Process
- Automated incident, problem, and change management processes using ServiceNow ITSM.
- Set up self-service portals for employees to submit and track requests.
- Designed automated onboarding workflows to handle account creation, hardware allocation, and system access.
- ServiceNow Implementation with existing tools like Active Directory and Microsoft Teams.
- Built real-time dashboards to monitor service metrics and KPIs.
- Conducted extensive training sessions to ensure smooth adoption.
Outcomes
- 40% reduction in Incident resolution time improving IT efficiency.
- 60% reduction in employee Onboarding time, enabling new hires to be productive faster.
- 30% increase in Employee satisfaction scores due to faster support and streamlined onboarding.
- Real-time dashboards improved visibility and decision-making, providing actionable insights.
- The system’s scalability supports future growth without additional overhead.
Future Implications
- The company can expand its use of ServiceNow to automate additional workflows.
- Enhanced reporting capabilities will continue to drive data-based improvements.
- The scalable system ensures sustained operational efficiency as the company grows.
Conclusions
Aegis Softtech has implemented ServiceNow enabling the manufacturing company to revolutionize its IT operations and employee experience. This transformation not only resolved their immediate challenges but also set the stage for long-term growth and productivity.
