Eliminate the burden of ticket management and the remaining manual work! Improve operational efficiency and accuracy by promoting the use of ITSM.

We would like to introduce a case study where we supported a major telecommunications company's promotion of ITSM usage and business improvement after its implementation. The situation involved a high number of incidents, which placed a burden on the personnel responsible for management. There was a mix of tickets that required personal attention and those that only needed confirmation, leading to challenges in determining priority and consuming time. By conducting a detailed investigation of the current operational status and analyzing the criteria for incident ticket creation and processing status, we proposed a reduction in unnecessary tickets. A review of the ticket creation rules made it possible to reduce tickets classified as "no action required." [Case Overview] ■ Industry: Major telecommunications (retail group company) ■ Challenges: Burden of incident management, issues with utilizing ServiceNow ■ Solutions: Development of management methods, proposal of improvement measures, and appropriate suggestions for utilization ■ Implementation Effects - Improved operational efficiency through the reduction of manual tasks and Excel work - Automation of ticket processing and improved accuracy through the introduction of underutilized features *For more details, please refer to the related links or feel free to contact us.

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