Leading Cloud Computing Company Reports 100% Increase in Ticket Resolutions While Receiving International IT Support Services by Jade Global

ServiceNow, Inc. is a cloud computing company headquartered in Santa Clara, California. ServiceNow specializes in ITSM applications and provides forms-based workflow application development. They have a global presence with operations in North America, South America, Asia, Europe and Africa and 7,000+ employees

Client - ServiceNow

Industry - Cloud Computing

Client Speak

iconThanks for all your support during these last two years and even before. I would like to tell you that you have made a difference here at ServiceNow and I highly appreciate your team work and consistency. Also, I would gladly tell you that the targeted turnaround time was achieved and maintained for both INC and REQ.icon

-Jamal Nasir, CISA
IT Security and Compliance Manager, ServiceNow

Business Requirements

  • Global end user support across various regions: Americas, Europe, Australia, New Zealand, and Japan
  • Complete 3 shift coverage in all time zones
  • Support SURF – IT, Finance, HR, Sales, SAP, SSO applications

In December 2015, the VP of IT at ServiceNow contacted Jade Global searching for additional IT support. ServiceNow’s IT team was having trouble keeping up with the rapid growth of their operations. He explained that the company’s ServiceNow Business applications were built on the CreateNow platform, ServiceNow’s own product. ServiceNow’s day-to-day IT operations support the Finance, Marketing, Sales, Partner Enablement and many other future teams. After speaking with ServiceNow, Jade saw a clear need to scale and improve the efficiency of their IT operations, while at the same time validate ServiceNow’s “work at lightspeed” promise for internal IT support.  These improvements needed to happen on their own ServiceNow Platform using the same methods which ServiceNow preaches to their customers. With ServiceNow customer teams and end-users located around the world, the need for support was global and demanded little downtime.

At the start of the project, a major requirement was for Jade to provide global end user support across various regions. ServiceNow’s end user network spans from the Americas, to Europe and APAC countries including Australia, New Zealand and Japan. ServiceNow wanted a complete 3-shift coverage in all appropriate time zones to prevent gaps in the service provided. The support services requested were focused on IT, Finance, HR, Sales, SAP and SSO Applications.

Business Challenges

  • The customer team was located around the globe, which created a unique challenge in terms of understanding how each region uses applications as well as region specific functions of marketing, sales and other applications with highly customized needs.
  • Customer operations were rapidly changing due to growth and continual new releases of the ServiceNow platform every few months

 While providing a solution for ServiceNow, Jade came across a series of challenges before they could successfully implement the support service framework. Since the client’s team was located across the globe, Jade had to understand the specific ways in which each region functioned.  This presented a unique challenge in understanding how each region used applications. The marketing, sales, and finance teams in each region used applications in different ways. It was up to Jade Global to provide a customized, localized solution.  Since the client was scaling their operations and releasing a new platform every few months, this increased the need of support services for the new product development team. Jade also faced the challenge of incorporating an ever-increasing number of end users.

Business Value Delivered

  • Global 24X7 L1/L2 Support Coverage for ServiceNow and SAP Applications
  • 4 weeks of onboarding at ServiceNow HQ  helped create 30+ catalogue tasks for repeatable and predictable support from L1 team
  • IT - Business SLA’s, L1/L2 and L3 and P1,P2,P3 and P4 Support Processes created and implemented
  • Jade added additional support areas as the productivity of the ServiceNow team increased

 Jade Global provided 24X7 support coverage, 365 days a year to ServiceNow. ServiceNow benefitted from a 100% increase in ticket resolutions during this period, up from just 30% at the start of engagement, to over 60% by the end of the year. Jade provided a 4-week onboarding process at the clients’ headquarters and created over 30 catalogue tasks for repeatable and predictable support from ServiceNow’s L1 team.  Jade also provided a weekly reporting system.

Because of improved efficiency, ServiceNow’s L1 team could take up new applications in their support portfolio every month. This enabled rapid growth and freed up the customer team to focus on strategic projects rather than day-to-day helpdesk operations. The L1 team sitting in India was able to give clients regular updates on the team progress and contributions.

Business Benefits

  • More time to focus on strategic projects
  • Faster time to market new applications
  • Improved overall business operations

As soon as Jade Global implemented a support service framework, ServiceNow had more time to focus on their strategic projects. Jade Global provided a large pool of trained and certified ServiceNow developers/QA and support analysts for rapid onboarding. This quickly gave the ServiceNow team more bandwidth to speed up their time to market new applications, improving business operations. Jade Global’s support services also helped increase customer, employee and partner satisfaction levels. The turnaround time to resolve raised tickets was significantly increased, with 60% of overall ticketing volume resolved. With Jade Global’s shared support team in India operating in 3 shifts, major and minor ServiceNow enhancements were managed in a timely fashion.