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The Client

The customer is a member of the S&P 600 Index and is one of America's largest diversified construction and construction materials companies as well as a full-suite provider in the transportation, water infrastructure, and mineral exploration markets. This customer recently received an award at the CIO 100, 2021.

Client Requirement

The client needed a reliable and efficient service provider that could help them develop a ticketing software using ServiceNow and be able to order it from another company. They were having troubles with their current third-party tool that took too much time for ordering, hence the process was tedious. They wanted an alternative that could save them money while also being capable of being ordered by other companies in the future.

Business Challenges

The customer was facing certain challenges using the existing system and hence was looking for a change. Some of the major challenges they faced were -

  1. The CMDB was not being added in a timely fashion, making the entire process of implementation monotonous and cumbersome.
  2. With a slow and outdated website in place, the company needed to fix the inefficiency in their service because in a competitive market they needed to provide customers with speedy and precise services if they wanted to keep them from going elsewhere.
  3. The customer was ordering tickets through a third party, so the ticketing company would have to manually create representations of the ticket requests.

Our Solution

Our service-oriented team has created an offer that is very attractive for all ticketing software users out there. ServiceNow is a ticket management software that very simply interacts with its customers and ensures issues are handled smoothly and immediately. Our experts have worked efficiently so they could create a cutting-edge digital solution by using ServiceNow. There were minimal licensing requirements and the following custom tables were created -

  1. User Management

    The user ID module allows you to manage information for any number of different users on your team from a centralized location that makes it easier for them to register and/or apply for jobs using company-specific data like job titles, locations, departments, and contact information.

  2. Request Management

    Giving your employees the ability to create their self-service requests can be a great way to let them feel involved with the company. Rather than go through you every time they need something done or want to pitch in ideas, empowering them can allow you more time to focus on other important things relating to the running of your company.

  3. Approval Management

    This resource implements a process for ensuring that the flow of each purchase request is clear and easy to follow for everyone involved in making the request. This includes allocating specific responsibilities to groups of people related to purchases from various departments, depending on what they need to buy. The consideration process also takes into account any security profiles governing who has access to what kinds of information regarding purchases.

  4. Fulfillment Management

    Support requests are dealt with differently. To fulfill support requests, the app needs to display helpful responses. You can determine how long it might take to fulfill user requests by assigning tasks, along with identifying who will complete them. This is because workflow can help you define these steps accurately without having to worry about forgetting part of the task definition.

The Results

Some of the major results we achieved were -

  1. Robust ITIL Knowledge

    Infrastructure Library (ITIL) has other relevant components that also work very well with ServiceNow automation. Our expertise in these components delivered immense business value to multiple teams in the customer's organization like Business Process Management, Case Management, Change Management, Problem Management, Operations, and Support Branch.

  2. Optimal Optimization

    We ensured that we automated those processes that were routine and highly visible to deliver maximum value. Secondly, we made sure the automation process was extensible so that it could be leveraged across various other processes to fully leverage the company's ServiceNow platform capabilities.

  3. Centralized Efficiency

    We designed a solution to get everyone on the same page so you wouldn't have to spend all your time searching for the information you need. We created a place where you can access all of the information that relates to multiple platforms and updates without having to spend your time hopping around from site to site trying to get it yourself.

The customer received a business intelligence software solution that was very effective. It was secure, fast, and automated, which allowed the client to process client requests faster for improved customer service and productivity, which in turn helped their business gain visibility into how it could improve.

Outsource ServiceNow Development Services to Flatworld Solutions

Flatworld Solutions has been a leading pioneer in providing top-notch ServiceNow services and a series of other software development services to clients around the globe for over 20 years. We leverage the latest software and technologies while providing clients with superior quality services. We have some of the most experienced and skilled ServiceNow experts on board who can take care of all your needs with ease.

If you are looking for an experienced and skilled ServiceNow development service provider, then go no further. Get in touch with us today!

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