Success Stories
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