Rapid implementation of ServiceNow ITSM for future-proof IT at BDO

Initial situation

What was the situation up to now?

BDO, one of Switzerland's leading auditing, fiduciary and consulting companies, wanted to modernize its IT processes and improve the user-friendliness of its IT environment. Thanks to FROX's implementation methodology Fast Track, the implementation of ServiceNow ITSM enabled a rapid replacement of the old system. ServiceNow's customizable, powerful ITSM platform offers efficient features such as ticket management, incident management, problem management and a comprehensive knowledge base. The switch to ServiceNow's ITSM module marks another important step for BDO in the direction of customer-focused and standardized IT solutions.

Customer benefits

What has improved as a result of the solution?

With ServiceNow's ITSM platform, BDO benefits from numerous advantages and a wide range of possible uses.

• Professional ticketing tool for structured and efficient processing of requests, which improves service quality and user satisfaction.
• Efficient process handling thanks to dashboards and reports that provide a transparent overview of ongoing IT processes at all times.
• Advanced self-service options that support users.
• Structured and comprehensive knowledge database that ensures information is centrally located and easily accessible.
• The connection with existing systems and integration of MS Teams support smooth communication.
• A user-friendly interface and intuitive features improve the user experience and increase user satisfaction.

Services

What services have we provided?

FROX supported BDO throughout the entire implementation process.

Our services for BDO:

• Project management and core setup: Efficient planning and implementation of the basic structure.
• Implementation of incident and request management: Implementation of central functions to optimize the ticketing process.
• Knowledge base: Building a comprehensive knowledge database for structured information provision.
• Implementation of ServiceNow ITSM thanks to Fast Track: Implementation of the platform with customized adaptations.
• Further development of the platform and integration of Microsoft Teams: Optimization of the platform through seamless integration of MS Teams for improved communication.
• Needs assessment workshops: Conducting workshops to identify specific needs and implement them in the ServiceNow platform.
• Train-the-trainer concept: Training employees so that they can pass on their knowledge to colleagues and promote its application internally.

Platforms & technology

Which platforms and technologies did we use?

• ServiceNow

Topics/Modules

Which topics/modules does the solution include?

• IT Service Management
• Incident, Problem, Change
• Request Management
• Knowledge Management

Industries

For which industry was the solution developed?

• Finance