[ITSM Implementation Case] Promotion of Utilization and Support for Business Improvement

Eliminate the burden of ticket management and the remaining manual work! Improve operational efficiency and accuracy by promoting the use of ITSM.

We would like to introduce a case study where we supported a major telecommunications company's promotion of ITSM usage and business improvement after its implementation. The situation involved a high number of incidents, which placed a burden on the personnel responsible for management. There was a mix of tickets that required personal attention and those that only needed confirmation, leading to challenges in determining priority and consuming time. By conducting a detailed investigation of the current operational status and analyzing the criteria for incident ticket creation and processing status, we proposed a reduction in unnecessary tickets. A review of the ticket creation rules made it possible to reduce tickets classified as "no action required." [Case Overview] ■ Industry: Major telecommunications (retail group company) ■ Challenges: Burden of incident management, issues with utilizing ServiceNow ■ Solutions: Development of management methods, proposal of improvement measures, and appropriate suggestions for utilization ■ Implementation Effects - Improved operational efficiency through the reduction of manual tasks and Excel work - Automation of ticket processing and improved accuracy through the introduction of underutilized features *For more details, please refer to the related links or feel free to contact us.

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