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ServiceNow ITSM Module Implementation for IT Process Optimization and Automation in Brokerage Firm
  1. case
  2. ServiceNow ITSM Module Implementation for IT Process Optimization and Automation in Brokerage Firm

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ServiceNow ITSM Module Implementation for IT Process Optimization and Automation in Brokerage Firm

nix-united.com
Financial services

Current ITSM Challenges

The client's legacy BMC Remedy ITSM platform suffered from poor customization, frequent performance issues, complex configurations, slow change management, and high operational costs. These limitations hindered IT process optimization and ROI, necessitating a migration to a more scalable and efficient solution.

About the Client

A brokerage firm assisting individuals and institutions in buying/selling securities with 2,000+ employees, specializing in bonds, stocks, ETFs, mutual funds, and alternative investments.

Project Goals

  • Audit and restructure existing ITSM processes
  • Migrate IT processes and integrations to ServiceNow platform
  • Automate at least 20% of IT department services
  • Reduce IT support costs by 15% through process optimization

Core System Functionalities

  • Automated ticket routing and prioritization system
  • Centralized data management with ServiceNow tables
  • Granular role-based access control
  • SLA tracking and performance measurement tools
  • AI-powered chatbots for incident resolution
  • Real-time integration with third-party systems

Technology Stack

ServiceNow
JavaScript ES5

Third-Party Integrations

  • JIRA
  • Slack
  • Meraki
  • Confluence
  • AWS
  • Azure

Non-Functional Requirements

  • High scalability for future growth
  • Performance optimization for rapid ticket resolution
  • Enterprise-grade security controls
  • System reliability with minimal downtime
  • User-friendly interface for IT teams

Expected Business Impact

Anticipated outcomes include 25% automation of IT processes, 30% reduction in ticket resolution time, $285k+ annual cost savings, and 27% ROI increase. The solution will enable real-time workflow visibility, 24/7 self-service capabilities, and improved compliance through standardized processes.

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