Revamped operational efficiency, CX, incident-knowledge-access management, and facilitated better integrations using ServiceNow ITSM

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.

Client Speak

iconI Appreciate your quick support and help with Any SNOW issues, Every Single Time! Thanks Much for the same, and I request to Keep Up with your Good Work!icon

- Swamy Nathan Dharmalingam, Recovery Leader – Global Operations Center

iconI looked at the CSP and was blown away by how much better it looks and feels when using it. I honestly think it looks fantastic now and can't believe how much better it is. The team has done an absolutely brilliant job of smartening this up, and I feel that it's a massive improvement. When I contact your team, I am always impressed at how reactive they are, and I can tell you whenever I have an issue, they are very quick to resolve and sort it. Once again, many thanks to the team for an outstanding improvement!icon

- Gavin Dragonetti, EMS Manager

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