IT Service Management

IT service management Positive or negative partnerships

IT Service Management “ITSM” by definition is a concept that enables an organization to maximize business value from the use of information technology. ITSM positions IT services as the key means of delivering and obtaining value , where an internal or external IT service provider works with business customers, at the same time taking responsibility for the associated costs and risks.

Computer Networld ITSM project engagement stories:

Service Now Implementation:

“Computer Networld, Inc, helped a healthcare organization transformed their IT Support Operation by deploying an enterprise ITSM solution leveraging Service Now technologies, standardizing end-user compute, and improving and securing how Work from Home users work in the Health Care industry. Service Now was the platform of Choice. We initially deployed ITSM modules such as incident management that were integrated with Bomgar using REST API and ADFS for single sign-on, Service Catalog, Service Portal and Change Management. Later, we added PPM module, CMDB for a subset of systems and introduced Orchestration. We went from 56% customer satisfaction to over steady 93%. SDLC process was followed. Three different environments were deployed DEV, UAT, and Production. Communication to end users was a decisive factor for the success of the project. Users were introduced to preview before moving to production.”

End User Automation:

“Computer Networld, Inc,  form and enhance  End User Experience engineer teams which which  allowed a high automation level in procurement, asset and software management, provisioning, onboarding and offboarding which high accuracy. In addition, in reducing provisioning time by 50%.”

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