Revolutionizing HR Services in Healthcare: AltiaTek's Success in Implementing Automated Workflows and Lifecycle Events

Customer Overview

The client is a global leader in retail, specializing in clothing and accessories, with a presence in over 90 countries. They operate a diverse range of brands, serving millions of customers worldwide through an extensive retail and e-commerce network.

The Challenge

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As a major retailer, the client relies heavily on its IT infrastructure to support essential operations, such as warehouse management, e-commerce platforms, and key internal applications. However, the organization faced challenges due to a lack of comprehensive visibility into its IT infrastructure and dependencies between business-critical services.

This lack of visibility created operational risks, making it difficult to identify issues quickly, ensure reliability, and optimize their IT environment effectively.

Our Solution

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To address these challenges, we implemented ServiceNow ITOM (IT Operations Management) Visibility, leveraging advanced horizontal discovery and service mapping capabilities.

This solution provided the client with:

-A real-time, transparent view of their entire IT infrastructure.
-Clear insights into service dependencies across various critical components.
-Enhanced decision-making capabilities and faster incident response times.

Lessons Learned and Challenges Overcome

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The size and complexity of the client's organization posed unique challenges:

-Collaborating with over 100 stakeholders from infrastructure, networking, and security teams.
-Navigating complex approval chains and decision-making processes.
-Addressing technical intricacies while ensuring alignment across various teams.
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To streamline the process, we focused on securing a dedicated internal resource within the client’s team to act as a liaison, enabling smoother coordination and faster execution.

The Keys to Success

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Success was achieved through collaborative efforts and strategic alignment, which included:

-Close engagement with the client’s product owner to prioritize tasks and decisions.
-Establishing a dedicated resource from the client’s team to coordinate efforts and ensure seamless communication.
-Leveraging ServiceNow’s ITOM Visibility to create a comprehensive IT infrastructure map, empowering the client to optimize their operations.

The Results

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With the implementation of ITOM Visibility, the client achieved:

-Enhanced IT visibility: A complete view of their infrastructure and service dependencies.
-Operational efficiency: Improved incident management and faster resolution times.
-Optimized performance: Reduced downtime and better resource allocation.
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This project highlights the critical importance of collaboration in delivering successful IT solutions. By fostering a strong partnership with the client’s teams and addressing challenges proactively, we delivered a transformative solution that significantly improved their IT operations.