Client
An international heavy machinery manufacturer
Industry
Manufacturing
Business goal
Modernize legacy IT service management system, which was struggling to handle the volume of service requests and lacked the ability to integrate with other business applications
How we helped
- Mapped the company processes during workshops with stakeholders.
- Migrated from an on-premises legacy system to a cloud-based system.
- Deployed an IT self-service portal for employees.
- Developed custom workflows to automate repetitive tasks and standardize processes across the company.
- Ensured performance and security of the migration.
- Prepared the documentation.
- Provided training for the client’s employees.
Business outcome
- Automated workflows reduced the average resolution time for incidents.
- Asset management system decreased hardware downtime.
- A new self-service portal improved user satisfaction and reduced direct IT support requests.
- The workload for IT support team decreased, while its efficiency increased.
Technology stack
