Case Study
Improving ServiceNow IT Service Delivery for a Telecom Provider with Smoother Ticket Submission
Solution
ITSM | Incident Management | Service Delivery
Industry
Telecom
Network Operations
Customer Support
Core Technology
ServiceNow ITSM
Overview
A telecom enterprise using ServiceNow for incident management was finding it difficult to cater to IT service requests efficiently. The client’s IT teams were inundated with irrelevant tickets due to misrouting end users, which left tickets unresolved despite several reassignments. It was hampering their core business functions and dropping business productivity.
Xavor was called in to identify the root cause and fix it for faster resolution and better user experience.
The Problem
After a detailed look into the client’s workflow, our ServiceNow experts rightly identified some key issues with the ticket creation stage. The form to register ServiceNow tickets was confusing and gave no help.
Users had no idea which category to choose while submitting a ticket. So, they just guessed and picked whatever seemed vaguely right. The flawed process caused a number of problems:
- Overloaded Support Teams The ticket would then land in the wrong team's queue who just passed it to another team.
- High Reassignment Count This constant back and forth of tickets between teams significantly increased the reassignment cost.
- User Frustration and Stalled Work Users were fed up with longer wait times to get their problems fixed and delayed business functions.
the solution
Xavor came up with a simple, effective solution to increase the value of the platform. Instead of changing the complex backend workflows, we improved the incident submission experience.
Key Innovations
- Dynamic Category-to-Subcategory FilteringImplemented a smart ticket submission form based on client scripts to show only relevant subcategories based on the user’s selected category.
- Keyword-Based Auto-SuggestionKeyword hints in the description box to suggest the right category for the user.
- Custom Assignment Rule EnhancementWe also tightened the routing logic. Instead of routing based only on category, the system factored in where you're located and how urgent the issue is to improve routing accuracy.
- Reassignment Tracking ReportA dashboard to track which categories kept causing wrong routes, so the IT team could keep improving over time:t
outcomes & benefits
- Reduced Re- assignment Rates 25% increase in first-time routing accuracy
- Faster Ticket Handling 40% lower ticket resolution time
- Improved User Experience Guided inputs reduced confusion during submission
- Actionable Insights for IT Teams Reports highlighted problem areas for continuous improvement.
conclusion
This partnership helped the client make the most out of their ServiceNow instance by fixing an issue that was hiding in plain sight. The problem started right at the start, long before IT teams could do anything about it. Xavor improved their ticket routing phase with a simple solution without getting into background complexities.
The results were instant and measurable improvements in the client’s incident management.
Do you also think you’re not using ServiceNow to its maximum potential? Xavor will run a thorough assessment of your entire ServiceNow ecosystem to identify what needs to be better. Visit www.xavor.com to learn more about our solutions.
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