The B2B Division was using mainly phone/email channels to handle requests from Greentube business partners and customers.
There was no unified system containing all the customers, contracts, and services provided to them in an actionable manner.
Service management processes were supported by several tools for case and incident handling, which were not fully integrated.
B2B and IT service processes were loosely coupled, which sometimes made the resolution of business cases complex and time-consuming.
There was insufficient transparency or an insufficiently common view of the services provided and how they depend on the underlying IT infrastructure.
There was a need to agree on and automate transparent, smooth, scalable and integrated Customer Service Management, and IT Service Management processes.
There was insufficient alignment and interconnection between IT Development and Operations processes and management systems, to allow the DevOps approach to support faster and more reliable service development and transition.
ServiceNow ® Customer Service Management
ServiceNow ® IT Service Management
ServiceNow ® IT Operations Management
ServiceNow ® Common Service Data Model (CSDM)
Thanks for consulting and supporting us in the most professional way. We have huge plans for our continued cooperation.
Integrated platform serving both external and internal users and stakeholders, and covering B2B and B2C scenarios, which enables faster service delivery, higher service quality and operational efficiency
Customer Service Management portal for end customers, supporting unified way of communication and transparency of service delivery state and greatly improving customer experience
Unified CSDM data model underpinning all of the service delivery processes, providing a common understanding of services managed and services consumed
Well-maintained Configuration Management Database, providing a foundation to understand the impact of IT Services supporting Business Services and empowering all service management practices across the company
Enhanced Incident and Major Incident Management processes, enabling faster time to restore service, improving alignment between IT and Business support and overall enhancing customer service experience
Enhanced Change Management processes, minimizing the risk of unrealistic service transition expectations from the business and development teams
Common approach of structuring both Business and IT service catalogues, allowing review and optimization of current offerings, contracts and customers and streamlining Customer and IT support practices