Modernizing the IT framework to strengthen efficiency and improve user experience of leading multinational optical retail chain

Reducing backlogs to improve resolution time results in enhancing user perception.

The Client

The client is among the leading multinational optical retail chains based in the UK, operating in Ireland, Netherlands, Norway, Sweden, Denmark, Finland, Spain, Australia, and New Zealand. The company provides high-quality and affordable optical and hearing care.

The Challenges

The major challenges faced by the client were:

  • Poor customer experience
  • No clear picture of current IT hardware and software assets
  • Managing the IT environment data
  • Lack of real-time data and insights
  • Non-Availability of customized reports
  • No Self-Service and auto-routing of tickets
  • Lack of insight into work volume, infrastructure readiness, trends
  • Difficult to upgrade and maintain the system

The Objective

As part of a broader digital transformation and organizational change program, the client embraced a project to modernize IT service management at an enterprise level. A new service management portal would accomplish the organization’s goal of enhancing user experience and IT efficiency by using the ServiceNow product line to-

  • Reduce backlogs and improve resolution times for service requests
  • Improve user perception of the IT department
  • Provide real-time insight into the data

The Solution

JK Tech as a strategic implementer and service provider-

  • Implemented and optimized a digital enterprise service management solution
  • Ensured data consistency by correcting incorrect data, duplicate checks, and removal of redundant records which generated accurate reports
  • Easing their day-to-day operations by implementing the Employee Self-Service Portal, and Custom Portal and using standardized templates for various corporate functions
  • Implemented Service Catalog and Problem management in ITSM workflow
  • Gathered details of Window devices, VMs, Servers, Data centers, UPS instruments
  • Provided a self-service foundation for additional corporate functions
  • Integrating third-party tool to share CIs information with users & group

The Benefits

The solution helped the client increase business operations’ efficiency through Digital Transformation. This included the following-

  • Implementation and development resulted in a 75% improvement in IT Service Management
  • P1 incidents have been reduced by 25% over 1 year period
  • Improved response with consolidated service desk and 50% changes and configuration items have an automated approval process
  • 30-40% time savings on IT efforts to populate devices and relationships by creating CMDB Discovery process documents that contain policies, procedures, roles, and responsibilities
  • Managing a consolidated and accurate inventory of both hardware and software assets, visible on the NOW platform resulted in 30% efficiency gain in IT Asset
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