About the Client

MediaKind's mission is to lead the future of global media technology and be the first choice for service providers, operators, content owners, and broadcasters looking to create and deliver immersive media experiences for everyone, everywhere.

MediaKind's end-to-end video delivery solutions include Emmy award-winning video compression solutions for contribution and direct-to-consumer video service distribution, advertising and content personalization solutions, high efficiency cloud DVR, and TV and video delivery platforms.

The Challenges

  • Less process understanding due to lack of ITIL standards
  • Supporting multiple geographies from India based 24 x 7 Service Center
  • The design phase and sign-off got delayed because requirements finalization took more time than expected
  • OOTB functionality did not meet their business requirements
  • Hesitant to use ServiceNow as were quite used-to HUB ticketing system
  • Highly complex and customized development
  • Unresponsive and delayed responses from the Support team
  • Organizational structural changes
  • Lack of confidence in the tool; Lots of known issues/ bugs in the existing system
  • Stringent project timelines to meet the deployment deadline

Business Requirements

Key business requirements are outlined below –

  • Implement KCS, RCA, emergency incident management, AQI, streamline processes for SR operation teams using ITSM by following industry's best practices
  • This should include:
    • Customer experience
    • Operational efficiency
    • Build Emergency Incident management
    • Access Management
    • Knowledge Management (KCS, AQI)
    • RCA Management
    • Integrations
Download Case Study

The Solution

  • Conducted daily sync-up calls with stakeholders from India and the US and weekly with significant stakeholders to understand the requirements and pain areas.
  • Re-implemented multiple features to improve performance
  • Revamped their internal and external self-service portals after giving multiple mockups and developed the chosen one.
  • Offboarded MK IT from ServiceNow instance.
  • Removed a lot of unnecessary clutter from the incident form to make a better end-user experience.

The Benefits

  • Optimized processes improved system performance by using best practices.
  • Custom solutions helped the team to meet customers' asks.
  • Leveraged ServiceNow product features to build a custom solution
  • Reduced ticket count helped to gain customer confidence.
  • Good user experience and satisfaction
  • Less manual work for technicians and more automation within the system
  • Emergency details are captured and sent across the customers accurately.