Success Story: Education
IT Asset Lifecycle Management
Pathways Consulting Group was recently granted the opportunity to work with a major educational organization to update and redefine its internal ticketing and inventory system. Our team worked with the client to enhance their IT Service Management and Asset Management processes.
Pathways won this client through a competitive RFP process, where we competed against three other, highly qualified partners. The client had been struggling with an internally developed ticketing and inventory system that lacked defined processes and was unable to serve as a reliable source of truth. This made standardizing processes, reporting, producing KPIs, and providing employee self-service extremely challenging, leading them to sink a great deal of time and resources into work that should have been automated.
Recognizing that the existing solution fell short, Pathways implemented a phased approach for the client. Phase 1 focused on quick wins and fast results, and set the stage for Phase 2. This included the Employee Center, Incident and Problem Management, Asset Request, IT Onboarding, and Offboarding Catalog Items, and of course, Pathways’ role-based training to ensure users get the most out of the platform.
Phase 2 automated the IT Asset Management lifecycle, tying Asset requests to records and managing them with automated workflows. We also worked on Configuration Item classes and Asset Management, implemented Contract Management, and properly configured Stock Rooms and Procurement features. One of the largest undertakings of Phase 2 was to automate user account setups and removals with ManageEngine. This simplified onboarding and offboarding and ensured new employees automatically received the necessary setup and equipment.
Outcomes
The migration of the client’s supporting IT processes to ServiceNow streamlined operations and led to a better employee experience. Pathways identified key success factors early on through our comprehensive pre-sales analysis of the current state and the planned vision for the future state.
Key outcomes achieved through this effort include:
- Developed a phased roadmap delivering consistent value
- Enabled self-service IT support via the employee center
- Enhanced employee experience with continuous feedback
- Automated IT asset management, simplifying processes
- Improved identity access management through automation
- Standardized IT onboarding/offboarding processes
- Achieved faster issue resolution with a structured CMDB
- Enhanced root cause analysis with problem management
Conclusion
Partnering with Pathways Consulting Group means investing in a future where your IT service management processes are optimized for efficiency and effectiveness. After completing this transformation of the client’s ServiceNow environment, we were pleased to have the client further engage Pathways with a 3-year contract for our Managed Support Services. This allows us to proactively work with the client to create a continuous roadmap. We do everything in our power to ensure our clients receive the support they need to be successful along their ServiceNow journey.