ITSM Implementation

“As we seek to enhance our monitoring and operational support activities, alliance with ITOne has mitigated challenges in our digital transformation”


Successful ServiceNow implementation to enhance IT operational performance.

About Client

Our client is a major IT product and services company that assists clients in transforming their existing business, operations, and technology models to reap the benefits of rapidly evolving digital technology. With multiple functional domains like consulting, software development, infrastructure support and business process outsourcing, they are expanding their portfolio using latest technologies to deliver the best to their customers having association with ITOne Infotech.


Strategy & Goals

Measuring the effectiveness of problem management means measuring the degree to which the activities result in output that corresponds to the goals. The principal goal of problem management is to reduce the impact of incidents

For achieving this goal, we implemented these two strategies:

Substantial Benefits And Outcomes

Increased FCR

After our planned implementation our client was able to predict the incident occurrence patterns which in turn became quite easier to solve and manage.

Enhanced Efficiency

Implementation of PM & KM greatly helped IT to focus on eliminating recurring incidents which in turn enhanced the efficiency of IT operational performance.

Automatic Ticket Creation

The execution plan was focussed on critical issues and the most frequent ones provided implementation made things manageable in a quicker way by automatically creating ticket and assigning to the relevant person.

Increased FCR

With an integrated framework of IM, PM & CM process, level 2 ticket assignment reduced, and the company was able to increase the FCR by 20% at service desk, helping IT team to work more on innovation.

Reduced Incident Occurrence

It also helped them in problem categorization, prioritization, timely closure and evaluation, eventually resulting in reduced numbers of major incidents occurrence by 67%.

Significant Challenges

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Persistent and Critical Incident occurrence while implementing problem and knowledge management applications causing high financial impact and high downtime.

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Frequency of major incident causing disruption was around 2 in a month, IT team were focused on solving the issues swiftly rather than doing a deeper investigation on root causes.

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With lack of Knowledge base Service desk was inefficient in doing initial diagnosis and carry out first call resolutions rather they were acting as ticket routers to various technical teams.

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Incident management goes for toss if major incident resolution time exceeds by usual 1 month and was heavily impacted with new incidents raised during this additional lag.

Solution Provided

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ITOne Infotech conducted on-site inspection and analysis to learn about the present process (IM-PM-KM-CM) and the expectations of all stakeholders, we then translated the information into a defined process and mapped it to the ITSM platform.

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Provided an end-to-end lifecycle view, problem and knowledge management was integrated with current incident and change processes.

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Introduction and time configuration of various reports to have a bird eye view on issues and resolution progress with proper access control, introduction of monthly TAM (Technology Assessment Meetings).

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Planned Knowledge management helped customer care (L1 support) start solving most of the common issues.

We Help Businesses to Grow

Witness the power of leading edge technology with our proven, workload optimized best IT solutions & services that are scalable, resilient, and yet cost-effective.

Being associated with our tech partners, we assure to provide well-integrated solutions to assist organizations with proactive monitoring of their whole IT infrastructure.

Who We Are

ITOne Infotech headquartered in Pune is an entity of One Group of Companies. We are a one-stop destination for all your ITSM needs, envisioned to rank as a top managed service provider with global footprints.


Kundan Bhavan, Kundan Nagar, Mumbai-Pune Road, Dapodi, Pune 411021 Maharashtra (IN)