Streamlining NYC Law Department's ITSM with ServiceNow's Scalable Solution

The agency was using the Service Desk Plus (ManageEngineTM) system for ticket management and SharePoint to archive all forms. The agency faced many challenges, including scalability issues, poor user experience & AI design, integration challenges, limited ITIL framework implementation, reporting & analytics weaknesses, etc. Because of these limitations, operations had become increasingly manual, necessitating a system replacement.

Nagarro, in collaboration with the NYC Law Department developed a robust ticketing system using ServiceNow, executed in two key phases:

 

1. ServiceNow Backend Portal configuration according to user requirements, post-workshops.

 

2. ServiceNow Service Portal creation for non-licensed users to report and track tickets.

 

Additional implementations included setting up a knowledge base, configuring SSO, managing notifications, and establishing essential modules such as problem, change, incident, service request, and asset management. Furthermore, the integration with WASP streamlined asset management.

The key outcomes included streamlined internal operations and an automated Incident Management process, which allowed for faster ticket resolution. The enhanced Request Management system can now handle 20 types of service requests using two custom workflows. The transition from SharePoint to a refined ITIL-based Change Management system provided actionable insights through built-in reporting and dashboards. This improvement enhanced visibility and incident management while enabling on-demand customer satisfaction (CSAT) surveys to increase end-customer satisfaction. Overall, these changes significantly boosted the agency's operational efficiency and improved the user experience.