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Our success

Large running gear manufacturer and retailer achieves company-wide digital transformation after migration from previous ITSM solution

A 100 year old, large sports manufacturer and retailer was looking for a better option over their current ServiceNow ITSM deployment.

Our client was leveraging ServiceNow ITSM but only utilizing IM & CM. Approval processes in ServiceNow were very cumbersome and it was costly to add ITOM Discovery & additional groups (HR, Facilities, Legal) to leverage Enterprise Operations across the business.

Our client viewed this initiative as a digital transformation exercise and developed a requirements matrix for immediate needs and future roadmap items. They required an “Advisory” partner to help with this analysis.

MajorKey analyzed their requirements and recommend a multi-year roadmap to deploy and mature Jira Service Management as a replacement to ServiceNow.

The result:

With a new, customized application tailored to match the client’s existing processes, the overall client experience improved. A streamlined customer service  met the exact needs of each of its five nationwide support centers. The MajorKey team’s consultation and application development resulted in better overall experience for both the client’s external customers and internal team members alike.

Services:
Enterprise Service Management (ESM)

IT Service Management (ITSM)

HR Case Management

Technologies/Partners:
Atlassian Jira Service Management

Enterprise Service Management

Our Success

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