Results
2800+ ticket categories reconciled
Results
Self-service UI with virtual agent
Results
High customer satisfaction levels
Applications
ITSM: Change Management
ITSM: Incident Management
THE CLIENT
Embracing technology for effective governance
The client, a state government entity, plays a critical role in governing and providing services to its residents. With a mission to leverage technology for improving government operations, the office of information technology is at the forefront of implementing innovative solutions. Recognizing the need for advanced IT service management to better serve its constituents, the client sought out a transformative journey, aiming to revolutionize its ITSM processes and enhance service delivery.
“Cask has been a true partner, understanding our goals and challenges and helping us to implement a strong operation and enterprise platform.”
– Client Representative
THE CHALLENGE
Navigating complex and inefficient IT service management
The client faced a convoluted user and help desk experience due to its reliance on overworked, customized legacy solutions. The existing setup lacked streamlined processes for incident and problem management, resulting in inefficient service portfolio and catalog management. This situation called for a significant transformation to enhance efficiency and user experience in IT service management.
THE SOLUTION
Implementing a comprehensive ITSM strategy
In response to these challenges, Cask played a pivotal role in overhauling the client’s ITSM processes. The solution involved reconciling a complex web of over 2,800 ticket categories and over 600 fulfillment groups into a manageable structure of 40 business services.
A user-friendly self-service interface—including a virtual agent, knowledge base, and more—was delivered. This transformation led to employees expressing high satisfaction with the new solution, appreciating the transparency and efficiency it brought to their operations.
The solution’s success was rooted in its user-centric design and comprehensive approach to addressing the client’s ITSM challenges.
Understood our business requirements?
Managed project timeline effectively?
Communicated clearly throughout the project?
Positioned us to achieve our desired business outcomes?
Provided a high level of expertise in implementing our solution(s)?
THE PARTNER EXPERIENCE
Collaborating for transformational change
Throughout this project, the partnership between the client and Cask was characterized by mutual respect, understanding, and commitment to achieving excellence in IT service management. This partnership was not just about implementing a technical solution: It was about empowering the client’s team with the knowledge and skills to manage its ServiceNow applications independently. The experience exemplifies how effective collaboration and expertise can lead to transformative outcomes in public-sector IT operations.
Associated resources
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