The company struggled with inefficiencies across their IT service management processes, causing frustration among IT agents and end users. A disconnected CMDB, a lack of integration, and inefficient asset management processes resulted in unnecessary costs and limited visibility for IT teams.
Genpact implemented ServiceNow's ITSM to create a multilingual IT help desk. We also integrated ServiceNow's CMDB with business services and used ServiceNow Discovery to provide full visibility into IT service operations. Lastly, the ITAM solution automated software usage data and integrated with internal systems.
Our solution increased ITSM efficiency by 25%, creating a better experience for IT and end users. Operations teams can now access complete CI data and IT infrastructure visibility for faster decision-making. Genpact's ITAM now provides enhanced visibility and control over hardware assets to optimize resource allocation and support better software spend management. Finally, our efficient asset management helped streamline software life cycle processes, which improved new software handling and provided the company the ability to reclaim unused licenses.