ITSM Case Study
ITSM Case Study
 

Input Zero Technologies implemented Service Portal with IT Service Management to raise issues and requests, driving self-service thus reducing workload

This client has created India’s largest mobility platform and one of the world’s
largest ride-hailing companies, serving 250+ cities across India, Australia,
New Zealand, and the UK.

 Problem

As a young company, they depend on emails for issue resolution. Due to a dynamic and inorganic growth, there was an inherent need for a system of records and action to ensure IT availability to support their expanding business.

  • Less visibility into the number of incidents occurring
  • Unhappy users of old legacy systems
  • Integrating Single Organizational IT Support to OLA and its Subsidiaries Foodpanda India, Ola Electric Mobility
 
 Solution

Input Zero Technologies implemented Service Portal with IT Service Management to raise issues and requests, driving self-service thus reducing workload


  • ServiceNow ITSM
  • Service Portal
  • Requesting / Tracking of Employee Access to Over 30 Tools on ServiceNow with Multi Level Approvals Using Service Request
 
 Result
  • Less Time to Market: Go-Live For ServiceNow implementation in 15 days
  • Merger of Food delivery app and our client app on ServiceNow: Under Single ServiceNow instance for tracking and resolving incidents and Service Requests
  • Data Segregation for Tickets‚Äč: IT, HR Facilities with respect to Food delivery app
  • MTTR and TAT: Auto-Assignment of tickets to relevant group for increased efficiency