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ITSM-BASE SOLUTIONS ADAPTED FOR YOUR WORKFLOWS

Automate service management, prevent service outages, and make IT services transparent.

ArkDigital Co-operations applies 8 years of the ITSM experience to provide consulting services and deliver ServiceNow-based ITSM solutions that bring visibility into your IT processes and infrastructure, allow timely reaction to incidents, problems and events, minimize negative impact of infrastructural changes, and help to optimize IT support costs.

Explore our ITSM experience with selected success stories:

  • ServiceNow customization for a multinational confectionery manufacturer with 50,000+ staff
  • ITSM integration solution for an IT company with $1+ billion turnover
  • Integration of ITSM systems and consulting for a multinational with 17,000+ staff

 

The ITSM areas we cover

Service Operation

Incident Management

Incident Management

Experienced in implementing Incident Management for multinational companies with 10,000+ employees, our team starts out with a customer’s workflows to configure a ServiceNow Incident Management solution from an incident initiation and classification, through its assignment and escalation to resolution and reporting. During each implementation of a ServiceNow solution, we focus on:

  • Convenience of incident initiation for users (emails, phones, chats, or self-service portals)
  • Automatic ticket assignment based on rules for matching tickets and IT teams
  • Systematic approach to settling IT service issues through linking related incidents, problems and changes
  • Minimum efforts required for settling similar incidents due to a constant enrichment of the Knowledge Base upon closing every incident

Problem Management

Problem Management

To enable timely detection and elimination of the roots of incidents, we can help you tune a ServiceNow Problem Management application to seamlessly execute Problem Management workflows that are specific to your company. With our solutions, we aim at:

  • Quick problem resolution based on automatic task assignment, timely escalation, root-cause analysis, collaboration features, and more
  • Service consistency through associating multiple incidents with a problem, generating related changes, and automatic cascaded closing
  • Prevention of similar problems with a constant reinforcement of the Knowledge Base

Event Management

Event Management

Integrated with your monitoring tools, Event Management gives a comprehensive view of all the events within your organization. With this information at hand, the IT support team can take action even before users face a problem and create incidents. Your company will get a full picture of the affected Configuration Items (e.g. infrastructure elements and services) and associated incidents so as to accurately prioritize events. To reduce the time required for an event settlement, we’ll configure the ServiceNow system to automatically process events based on rules for aggregating related events into alerts with the following alerts acknowledgement.

Request Fulfillment

Request Fulfillment

ScienceSoft can assist your enterprise in defining Request Fulfillment workflows within the ServiceNow solution while keeping the process compliant with the company’s procedures. This will help to:

  • automate the processing of standard user requests for IT services (e.g. password resets)
  • enable an automatic journey of requests for Service Catalog items or services ordered within the ITSM system, from their assignment to Fulfillment Groups through request approval to item delivery

The ServiceNow ITSM solution can also be integrated with third-party systems of our customers’ vendors if involved in the items delivery.