CASE STUDY
Leading Public
Sector Entity

Achieving seamless, secure
IT service management for a
leading public sector entity.

Challenge

A prominent public sector entity required a robust, flexible ITSM solution to streamline and optimise the management of its highly complex IT operations. Key requirements included a comprehensive ITSM build-out and an ITOM framework capable of discovering and managing a wide range of CIs, including office devices, digital services, and laptops.

Solution

Exponential-e’s ServiceNow® as-a-Service platform was seamlessly integrated with the organisation’s existing IT infrastructure, including third-party applications, facilitating seamless, secure flows of information between ServiceNow® and other systems and enabling a more efficient approach to IT service management.

With this integration in place, the solution’s domain separation capability allowed a fully isolated ITSM environment to be deployed. This way, the organisation’s ITSM processes could be precisely tailored to their specific operational needs, while simultaneously maintain the highest standards of security. The final build-out included incident, problem, and change management modules, service catalog development, and a self-service portal - all designed in close collaboration with the organisation’s own IT teams.

The solution’s ITOM functionality significantly streamlined the process of discovering and managing corporate devices through automatic scanning and mapping. This, in turn, provided real-time visibility of the organisation’s entire IT landscape and the efficient tracking of devices.

Through meticulous planning, agile methodology, and close collaboration between teams, the entire project, from initial planning to final deployment, was completed within a 12-week timeframe, in line with the organisation’s expectations.

Solution Benefits

Improved IT service delivery, with more efficient resolution of IT issues and streamlined resource management enhancing overall levels of operational efficiency.
Full control and visibility, with a clear and detailed view of all IT assets enabling the proactive identification and resolution of IT issues, minimising downtime and improving the overall user experience.
Tangible cost savings, without compromising on quality or functionality, and the ability to scale up the solution’s capabilities as needed, without substantial additional investments.
Optimal data security and full compliance with stringent public sector standards of best practice, including key global standards like ISO and ITIL, achieved through the solution’s domain separation capability.