Revolutionising IT Service Management

“This strategic implementation not only addressed the existing challenges but laid a foundation for future technological and business advancements.”


A leading global retail client initiated a digital transformation project, focusing on streamlining IT Service Management (ITSM) for enhanced efficiency. The client recognised technology as a key enabler for achieving their ambitious business strategy yet, they faced significant obstacles with their existing ITSM tool including: lack of automation capability, limited communication channels, overly complex integration capability and inefficient operations.

In addition, the existing tool’s outdated user interfaces complicated ticket management, and dependency on VPN connectivity for remote work further effected efficiency. The need for significant investment due to extended support and integration challenges added to the client’s ITSM issues.


Saros Consultancy’s Role in ITSM Transformation


To address these issues and facilitate the client’s ongoing business expansion, Saros implemented the ServiceNow ITSM tool on top of ServiceNow ITAM/CMDB for the client’s Corporate ServiceDesk and ITSM towers. This strategic initiative included various critical ITSM modules and additional capabilities, such as Incident Management, Service Request/Catalogue Management and Change Management to name but a few. The project not only resolved the client’s challenges but also laid the foundation for future technological and business advancements, transforming the tech experience for over 3,500 employees and enhancing the efficiency of 990+ IT support staff.


Expert Project Management in ITSM Overhaul


Saros Consultancy’s pivotal role in this transformation included comprehensive project management, from collaborating with implementation partners to facilitating extensive training programs. The project spanned various ITSM modules, involving 13 integrations and 600+ stores. Despite complexities and tight timelines, Saros’s results-driven approach led to the successful completion of this transformative ITSM project.


Improved tech experience for over 3,500 employees

Enhanced efficiency for 990+ IT support staff

Anticipated savings of 860,209 man-hours over 3 years

Implementation of key ServiceNow ITSM modules

Successful delivery of 13 integrations and lifecycle management of 600+ stories

Facilitated & tracked 600+ trainers attending direct training, and over 1560 members trained over 5 months.


Client Testimonial: Successful ITSM Transformation

“The launch of our ServiceNow ITSM project completed successfully in May following a great collaboration with the team in Saros and our ServiceNow implementation partner. This was a complex delivery, requiring a lot of additional discovery and solutioning which required collaboration with a large number of vendors and business stakeholders to ensure we met our project deadlines and deliver the overall solution on target. The team in Saros brought the needed experience and skills in terms of ServiceNow, ITSM and Project Management to get us over the line despite very tight deadlines and a number of challenges. Our experience has been that the Saros team is results driven with a strong sense of ownership and willingness to do what it takes to achieve the business outcome.”



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