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ServiceNow implemenatation at ecommerce company


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Coping with the complexity and by understanding business process of an end customer. This implementation is spread across the organisation in phases.

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ServiceNow implemenatation at ecommerce company

  1. 1. Input Zero Technologies Pvt. Ltd. Case Study – Implementation at E-Commerce company Client Requirements Key Challenges Success & Deliverables Modules: Incident, Change, Request, Problem, CMDB, Catalogue, Reports, Discovery Requirement: Implementation of ITSM modules and integrating ITSM with the discovery and other business processes like HR, Admin, Finance. Integration with SSO, Google ADFS, Email, AD, OKTA. Customer is a top cab aggregator in India whose business is ecommerce based and IT critical • Custom ESS design • Segregation of tickets based on department • Segregation of SLA, auto routing rule etc based on department • Custom application for one department • different dashboards for different role (CAO and department heads) • Separate email integration for different departments Approach Adopted: Followed waterfall distributed in phases. Executed in a fixed bid model. Deliverables: Configured 150+ SLA’s. Created dynamic workflows in order to cater to adhoc changes and new requirements. Created 54 dashboards. Customized OOB ESS - customized menu content, customized ESS homepage, customized broken pages, Customized SSO login page, etc. Implemented of complete ITSM suite. Integration of legacy applications. Consulting on Integration approach.