COGNIZANT SERVICENOW CASE STUDY Communications and Technology

COGNIZANT STREAMLINESSERVICENOW OPERATIONSFOR LEADING DUTCH TELECOMMUNICATIONSMAJOR

Major Dutch telecom provider gains streamlined

operations and improved service delivery with

Cognizant-led optimization and management of the

ServiceNow Multi Service Provider (MSP) ITSM

platform.

The Challenge

The client is one of the largest Dutch service providers for ICT

services, landline and mobile services. A ServiceNow multi service

provider (MSP ) instance is the company’s ITSM platform for the

internal organization and corporate customers.

The client faced a very large backlog of tickets. The incumbent vendor

team did not have sufficient knowledge of ServiceNow to clear the

backlog and work on enhancements. Burdened with addressing the

ticket backlog, customer SMEs were finding it difficult to effectively

work on enhancements and strategic initiatives. The situation was

hampering the client’s operations efficiency as well as its ability to

carry out future business plans. The client turned to Cognizant

to rectify the situation and provide continuing support and

development.

AT A GLANCE

A leading Dutch telecommunications

company has a ServiceNow MSP

instance as its ITSM platform, serving

the company’s internal organization

and corporate customers. The client

needed to address a ticket backlog

and enhance the platform. Cognizant

streamlined the ServiceNow

operations with a seamless transition

from an outgoing vendor to skilled

development and operations teams,

resulting in improved service delivery,

efficient operations and increased

customer satisfaction.

The SolutionCognizant deployed a highly skilled transition team that

produced up-to-date documentation of the ServiceNow

processes and functionalities for customer SME approval.

During the transition, the Cognizant team regularly

presented its analysis and key findings to customer SMEs.

After the transition, the Cognizant team worked to reduce

the backlog by analyzing the tickets and finding resolutions

with the help of customer SMEs. That accomplished,

Cognizant and the client focused on enhancing the

ServiceNow platform, forming separate SCRUM teams

and business-as-usual (BAU) teams with a dynamic

capacity model so the BAU team also contributes to the

enhancements when capacity is available.

The ApproachCognizant arranged fact-finding sessions with key

stakeholders and understood the problem areas and

pain points and deployed teams with the right mix of

development and maintenance-oriented team members, all

of whom were ServiceNow and ITIL foundation certified.

Through joint planning sessions, Cognizant planned a

nine-week transition to take over operations from the

incumbent vendor. The transition encompassed a five-week

knowledge acquisition phase, then two weeks of shadow

and two weeks of reverse shadow support. During the

transition, Cognizant did the following:

• Conducted and recorded all knowledge acquisition

sessions via video conferences.

• Documented run books for review and sign-off by the

client.

• Presented detailed reverse knowledge transition

presentations via video conferencing.

• Carried out shadow and reverse shadow phases in

presence of customer SMEs in India.

• Deployed teams on live ticket solving and a small

enhancement build during shadow and reverse shadow

phases.

Post transition, the Cognizant team put extra effort into

analyzing the backlog of tickets and expedited their closure

with assistance from customer SMEs. The teams focused

on closing current tickets, resulting in no backlogs, which

eventually freed up the capacity of the Cognizant team as

well as customer SMEs to address enhancements and

strategic initiatives.

Once the BAU operations were stabilized, Cognizant

formed dedicated teams for Agile development using

ServiceNowSCRUM. The BAU team has the flexibility to

work on enhancements when it has available capacity to do

so.

The teams established a process to update the

documentation whenever enhancements and fixes are

deployed into ServiceNow. Team members now rotate from

the BAU team to the development team and vice versa on

a quarterly basis to gain and maintain knowledge and keep

team members motivated.

Project Highlights

• Almost 50% reduction in backlog of tickets,

freeing up bandwidth for enhancements and

strategic initiatives

• Smooth operations with qualified team to work

on enhancements and BAU activities

• Reduced dependences due to knowledge

retention and fostering among team members

• Well documented ServiceNow processes and

functionalities

• Offshore SME visits resulting in cohesive,

amicable and productive environment

The client’s SMEs make quarterly offshore visits; this

activity has resulted in a cohesive, amicable and productive

working environment.

World Headquarters

500 Frank W. Burr Blvd.Teaneck, NJ 07666 USAPhone: +1 201 801 0233Fax: +1 201 801 0243Toll Free: +1 888 937 3277

European Headquarters

1 Kingdom Street Paddington Central London W2 6BD EnglandPhone: +44 (0) 20 7297 7600 Fax: +44 (0) 20 7121 0102

India Operations Headquarters

#5/535 Old Mahabalipuram RoadOkkiyam Pettai, ThoraipakkamChennai, 600 096 IndiaPhone: +91 (0) 44 4209 6000Fax: +91 (0) 44 4209 6060

© Copyright 2017, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners.

ABOUT COGNIZANT

Cognizant (NASDAQ-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 205 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.