The client’s IT operations had to gain speed and flexibility to support the existing portfolio of products, services, customer and internal application features and creating a system for accelerated introductions. The client’s existing service management tool could not support mobility, interoperability, or other digital requirements.
While the cloud-based ServiceNow was selected as a replacement ITSM platform, implementing it involved several complex issues. Because of the myriad of legacy systems, the client was operating multiple different user systems and interfaces. The implementation would require integration of the platform’s capabilities with those and other existing systems. The ServiceNow tool would replace some legacy tools, and integrate with others to provide a consolidated service management portal. Various workflows and features in the ServiceNow platform would need extensive customization to meet the client’s business and IT Compliance and Governance requirements.
To better achieve this goal, the client realized the need for implementing a single platform for self-service and collaboration to improve their internal SLAs. The goal was to improve monitoring and case resolution for more than +150K unique IT assets. The implementation will provide a birds-eye view of all IT assets to be supported, plan, and execute future technology refresh activity.
Agility Technologies was brought in as the System Integrator to implement ServiceNow ITSM for integration with legacy applications and intelligent workflows to manage the support process.
The Solution
Agility carried out the customization and implementation of the ServiceNow platform. The modules implemented were Incident Management, Problem Management, Change Management, Knowledge Management, Release Management, Service Request Management, Governance, Risk and Compliance, Service Catalog, Reporting, and Service Level Management.
Agility also fully managed data migration of ServiceNow from Jakarta to Kingston version. The ITSM platform was integrated with different client systems like HP Asset Manager, Core Services, Airwatch (VMware Workspace One), Oracle NetSuite, and mobile device management platforms of Apple (DEP), Samsung (KNOX), Android (EMM). Device initiation, changes, and upgrade services were integrated with portals of AT&T, Verizon, Tmobile, and Sprint. Asset movement and tracking were managed by integrating the ITSM platform with logistic companies like UPS, FedEx, and DHL.
The Results
Simplification of Enterprise IT Asset Management was achieved through the ServiceNow Platform wherein all stakeholders involved were servicing their requirements as never before. The reduction in turn around times can be now measured and improved upon this highly scalable platform.
Visibility across the entire DevOps toolchain, versus a single tool, exposes overall performance, including areas in the process that may need improvement.
Connect Planning, Coding, & Orchestration Tools
Model The DevOps Pipeline
Automate Deployments By Accelerating Change
Evaluate & Monitor DevOps Process & Results
Visualize Interactions & Results Across A Pipeline Execution
Streamlining helps to lessen manual burdens on resources, reduce risk exposures, identify vulnerabilities, and improve response times to mission-critical issues.
Whether you are working on FISMA, FedRAMP ATO, PCI-DSS, or HIPAA compliance, we can design and institute strategies to better manage your risk, compliance, and governance against business objectives. Agility specializes in Identity & Access Management (IAM), Vulnerability Assessment, Penetration Testing, Cyber Risk Management & Auditing to secure access to data and applications across all endpoints. We approach and deliver projects in accordance with the NIST Cybersecurity Framework.
DevOps
We are strong believers in the principles of IT environment governance and Change Release Control. We have coached countless organizations on best practices to improve the seamless deployment of code to production on a continuous basis. Our consultants bring a deep understanding of private, public, and hybrid cloud architectures, workload types, migration patterns, and CI/CD tools. We will partner with you to identify and apply the appropriate practices and tools needed to effectively integrate code into increasingly complex, distributed, and diverse environments.
Program Management
We have experienced program managers with expertise in delivering complex, enterprise solutions within an agile framework. We collaborate closely with clients to define and deliver value across the lifecycle. For nearly a decade, Agility has applied proven planning methods and expertise with a focus on program and project goals and outcomes. Our approach to program delivery will help ensure your initiatives experience more efficient processes and controlled costs, schedules, and scope without compromising quality.
Development & Configuration
Our Certified Developers and Architects follow industry standards, design patterns, and security principles to develop enterprise solutions using both ground-to-cloud and cloud-to-cloud integration. Using cloud-based platforms, Agility can work with your teams to design and implement a range of business applications from stand-alone, low-code applications to more complex, customized applications designed to integrate into large-scale, enterprise environments and to accommodate data storage and complex business process automation.
Cloud Migration
We help organizations move to Cloud Infrastructure to accelerate their digitization plans to spur innovation, speed up go-to-market strategies, and enhance the customer experience. We help you to develop migration strategies to determine workloads to move to the cloud, which to be kept on-prem and which new capabilities and applications to add once in the cloud. Use cases defined upfront enables our customers to create a solid strategy and sets the foundation for a trouble-free migration.
Enterprise Architecture
Agility architects the overall application landscape, including design, data synchronization, ATO compliance (FedRAMP), and integrations with other Information systems. We build business architectures with a focus on outcomes while standardizing and optimizing processes. Our approach is to holistically analyze end-to-end processes for EA to help BPM evolve from a project to a center of excellence (CoE).
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