Success Stories

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Success Story:

ServiceNow IT Service Management (ITSM) Suite

Challenge

Two companies merging with different IT Support teams and tools.

Solutions

Rapid Technologies implemented ServiceNow as a single, standardized platform solution to scale with the organization.

Result

  • Platform solution across the merged organization
  • Automation of tasks and workflows
  • Improved reporting and metrics visibility

Success Story:

ServiceNow Customer Service Management (CSM)

CSM Portal

Challenge

Robust Customer Service Management solution was needed for external requests for logistics support.

Solutions

Implemented ServiceNow Customer Service Management (CSM) and Portal for request management.

Result

  • Improved tracking of external requests and management reporting
  • Significant End User experience improvements
  • Fully trained staff for ongoing ServiceNow expansion

Success Story:

ServiceNow IT Operations Management (ITOM)

Configuration Management Database (CMDB)

Discovery

Challenge

An untrustworthy CMDB which resulted in unreliable business outcomes in the change and incident processes within ServiceNow.

Solutions

Rapid Technologies led a successful CMDB cleanup which established governance by defining new policies and procedures while re-architecting the Discovery application.

Result

  • Maintain a trustworthy CMDB through the new Governance Policy
  • Achieve a CMDB Health score of 99%+
  • Reliably execute Change/Incident processes with referenceable CIs

Success Story:

ServiceNow IT Business Management (ITBM)

Configuration Management Database (CMDB)

Challenge

Migrating from a legacy solution to ServiceNow, and realizing the value of the platform.

Solutions

Rapid Technologies delivered an objective driven approach leading pilot project teams to start small and scale, removing unnecessary customizations and meeting government compliance needs.

Result

  • Leverage the PPM Suite’s full value within the ITBM Module
  • Achieve a granular understanding of relationships within the CMDB
  • Establish and maintain CMDB governance for data at scale

Success Story:

ServiceNow Service Portal

Challenge

Last minute request from Legal Dept to build out a customer-facing request portal to comply with the 2020 California Consumer Privacy Act (CCPA).

Solutions

Rapid Technologies extended the ServiceNow Service Portal to allow for public requests to comply with CCPA.

Result

  • Aggressive deadline was met on budget
  • Compliance maintained with the new Act

Success Story:

ServiceNow integration

Challenge

As a global MSP, an integration standard was needed between our client’s ServiceNow system and their customers/vendors system.

Solutions

Rapid Technologies deployed a robust integration framework that delivered a standardized model.

Result

  • Uniform integration solution including robust error handling and debugging
  • Lessened the technical burden on internal ServiceNow admin team
  • Documented process for future integration requirements

Success Story:

ServiceNow IT Service Management (ITSM) Suite

Rapid Managed Services (RMS)

Challenge

Need to improve end user ServiceNow perception post Go-Live, and establish a roadmap for expansion.

Solutions

Rapid Technologies made configuration adjustments for a better end user and agent experience, fixed implementation gaps and enabled Performance Analytics.

Result

  • Improved user experience and overall perception
  • Roadmap established for other ServiceNow initiatives
  • Management visibility into key metrics and trending behaviors

Success Story:

ServiceNow Training Development

ServiceNow Training Delivery

Challenge

Internal teams were unsure of how best to use the ServiceNow platform to drive the results expected by the business.

Solutions

Rapid Technologies delivered Governance, Process, and Platform Training sessions enabling the operational teams to understand how best to utilize the ServiceNow platform.

Result

  • Confidence that the internal ServiceNow team can impactfully leverage the platform
  • Efficiently transition the Service Desk team to ServiceNow with little business impact
  • Improve Service Desk efficiencies thru replicable Incident processes