About the customer
Industry:IT Services
Location:USA & Asia
Challenge
Operating across multiple geographies and business entities, the customer faced several critical IT challenges:
Fragmented systems due to multiple acquisitions, leading to siloed data & inconsistent service processes
Lack of standardization in IT Service Management (ITSM) and Asset Management (ITAM) across regions
Manual workflows that delayed incident resolution and impacted SLA adherence
Migrating data from various entities following multiple acquisitions
Cumbersome user experience
Solution
Cloud Kinetics delivered an integrated Enterprise Service Management platform, including:
ITSM: Incident, problem, service request, change request tracking and management
ITAM: Hardware Asset Management and Software Asset Management
Self-service user-friendly portal for streamlined issue reporting and resolution
Automated workflows
Seamless integrations with 3rd party tools and systems
Success Metrics
By implementing an enterprise-wide ITSM and ITAM solution, the customer improved process maturity. They were able to accelerate service delivery and reduce operational costs, all through a scalable, integrated approach.
40% reduction in manual resolution effort through automation
- Reusable templates streamlined data migration across acquired entities - Enhanced IT process maturity, better SLA compliance and reduced Mean Time to Resolution (MTTR)
30% cost savings by consolidating multiple regional ITSM instances
