Improved platform leads to enhanced user experience for tech firms

Out with the old, in with the new, as the saying goes. Businesses need updated and modernized systems to ensure production runs smoothly and keep customers happy amidst the wave of enterprise digital transformation. For our client, a major network and telecom service provider, a monolithic application and system delayed rapid product releases. Multiple systems caused fragmented use cases and costly customization​. Our client’s legacy ticketing system was unable to support multiple users across the globe​. They needed a standardized and automated process for 2,000+ users, as well as customized applications to accelerate the delivery of new capabilities to customers.

Customized domain for quick releases

Ascendion customized ServiceNow service domains to support quicker development and production releases. We transformed user experience (UX) by employing streamlined UX modernization techniques and enhanced reporting by mapping our client’s devices in ServiceNow​. Ascendion implemented automation testing with automated testing framework (ATF) and leveraged Flow Designer for workflow creations. We also customized the workspace for agents by leveraging a phone call feature​. Additional highlights of the solution include:

• IT service management (ITSM) phase one implementation and integration with legacy system
• Configuration and setup of foundation data tables, plugins, and base portal design​
• Business rules, user interface (UI) policies, and hybrid cloud integration​
• Integration with Azure DevOps, Jira, and several other endpoints

The results:

• Improved quality of Automated Change Assurance (ACA) services​
• 10%-15% reduction in operational tickets​
• Enhanced digital transformation process for emails and notifications
• Added 10 filters for catalog, based on company and category selection​
• New order progress with stage visibility