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Case Study

Ensuring 50% reduction in global ITSM support system costs for a major media company

Client Background

It is a global media company that reaches audiences via broadcast TV, movies, live experiences, huge events, books, toys, and video games.

Client Need

  • The media company had disparate ticket systems, supported by multiple groups scattered across the globe, and needed to standardize all on ServiceNow.
  • Different groups required many custom integrations and capabilities to be ported – and supported – from their legacy systems into ServiceNow.
  • Although a significant effort was expended to migrate off legacy ticket systems onto a unified ServiceNow platform, no single organization had the capability to rapidly-downsize existing support resources and ramp-up new capabilities to support ServiceNow.

Our Solution

  • Innova emplaced an onsite Technical Lead to manage an offshore DevOps team of ServiceNow Application Support specialists and Application Developers to provide flexibility and scalability at low cost.
  • Two ServiceNow instances were created to ensure bifurcation between non-production and production workloads.
  • Innova support team ensures all custom objects, scripts, and integrations are tested and released according to the customer’s Change Management policies.
  • Innova DevOps support team practices Kanban to handle both enhancements and bugfixes as well as incidents and Service Requests for the global ServiceNow platform.

Tools & Technologies

ServiceNow, WorkDay, BettterCloud, JIRA, Mulesoft, Okta, Google Suite, Salesforce, AWS, Adobe Experience Manager, Slack, DataDog

Key Benefits

  • Centralized Innova team handles all support requests globally.
  • The media major realized over 50% reduction in global ITSM system support costs.
  • Service request fulfillment time for standard items dropped by over 50%.
  • Rigorous pre-production testing of scheduled changes ensures increased platform availability for global end-users while also providing consistent and rapid releases.
  • Innova Application Development team specialists support standard bi-annual ServiceNow platform upgrade cadence for customer custom objects, scripts, and integrations.
Case Study KeyPoints

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