ServiceNow’s ITSM Solution – The Missing Piece for a National Retail Chain.
At its largest point, this century-old national retail chain had seen yearly revenue in excess of $1.6 billion. With close to 800 locations across 42 states, they established themselves as a recognized brand serving their customers through over 14,000 retail employees.
With a network of stores and employees as extensive as theirs, implementing and managing IT services was challenging and time-consuming, especially with outdated tools and legacy processes. Recognizing their need to improve the experience for their internal customers, they came to ITS to implement ServiceNow’s ITSM solution.
Inconsistent Departmental Processes - A lack of unified processes for handling support ticket tracking, change management, and communication lead to delayed response times.
Segregated Systems and Tools - Every department was utilizing different systems and tools, which contributed to decreased visibility, inefficient processes, and increased costs.
Inefficient Service Desk Processes - Employees were required to call the service desk to submit a ticket, which was manually entered into one system, with a follow-up email to the IT Team.
Increased Labor Burden - The need for Sales Associates to call the Service Desk to submit a support ticket contributed to increased labor costs in both retail and IT staffing areas.
"ITS understands and grasps the changes to the platform as they roll out. They helped us by listening, and helped us understand what the tools are built for, and how to embrace best practices… They were truly the trusted partner and I could confidently hand off my team to work with them."
J.H.
VP, IT Service Delivery, National Retail Chain
