Results
Reduced incident resolution time
Fewer major incidents reported
Increased first-call resolution
Enhanced user satisfaction scores
Applications
THE CLIENT
Powering progress with innovative utility services
The client stands as a beacon of innovation and reliability in the utility industry, dedicated to providing essential water, gas, electricity, and wastewater services to its community. With a mission to deliver these services in an efficient, sustainable manner, the company continuously seeks ways to enhance its operational excellence and customer satisfaction. Recognizing the potential of modern IT service management to further this mission, the client embarked on a transformative project to optimize its ITSM processes, setting a new standard for service delivery and operational efficiency.
THE CHALLENGE
Navigating a sea of technical debt to modernize ITSM
The client, a forward-thinking utility company, found itself grappling with the weight of its own IT service management (ITSM) success. Over the years of using ServiceNow, the company tailored its platform to meet evolving needs. However, this customization led to significant technical debt, limiting the company’s ability to leverage newer, out-of-the-box functionalities of the ServiceNow platform.
Faced with the realization that its ITSM processes—spanning incident, major incident, knowledge, and change management—were becoming increasingly inefficient and less responsive to user needs, the client decided that it was time for a fundamental change.
THE SOLUTION
A partnership aimed at transformation
In its quest for modernization, the client turned to Cask, an Elite pure-play ServiceNow partner with years of industry experience. Together, they embarked on a journey to reimplement ServiceNow, focusing on harnessing the platform’s full capabilities while shedding the cumbersome layers of customization.
- Incident and major incident management redefined: Streamlining processes to improve response times and resolution efficiency, integrating advanced automation and user-friendly interfaces
- Knowledge management overhaul: Enhancing knowledge accessibility and utility, enabling more self-service resolutions, and reducing repetitive inquiries
- Change management transformation: Implementing a more agile, transparent change process to minimize disruptions and improve stakeholder communication
- Empowering users through the Employee Center: A one-stop portal for ITSM needs, boosting user satisfaction and engagement
This strategic overhaul wasn’t just about technology—it was a cultural shift embracing best practices and setting a new standard for IT service management within the utility sector.
THE PARTNER EXPERIENCE
Building bridges for future innovation
The collaboration between the client and Cask transcended a typical client-vendor relationship. It was a partnership grounded in trust, mutual respect, and a shared vision for what ITSM could be. Cask’s role as a guide was pivotal, not only in navigating the complexities of the replatforming project but also in fostering an environment where the client could confidently take ownership of its new ITSM landscape. This journey was about more than just achieving operational efficiencies: It was about laying the groundwork for ongoing innovation and growth so the client could continue to serve its community.
Associated resources
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