Retailer Drives Enterprise-Wide Transformation Through Strategic IT Optimization

Written by Michael Henderson | Dec 11, 2024 2:45:39 PM

With Thirdera's Thrive program guiding their ServiceNow journey, this client is unlocking the full potential of their platform, optimizing governance, and driving operational excellence.

Project Snapshot

75%

consolidation of catalog items

>95%

reduction in emails to service desk

Client size: 70,000+

Client industry: Retail

Client location: U.S.

Key Challenges

	Immature internal processes and support staff needed additional guidance and capacity to drive success in the short term and grow into their operational support roles.
	Developer sprawl and inconsistent coding practices hindered scalability.
	Silos in communication and poor foundational data affected decision-making.
	Minimal governance and backlog structure, leading to missed opportunities for optimization.

Our Solution

Thirdera, a Cognizant company leveraged its Thrive program to deliver tailored solutions addressing immediate pain points while setting a roadmap for long-term value creation.

	ITSM Migration Successfully transitioned from BMC Helix to ServiceNow, consolidating catalog items and enabling Incident, Change, and Knowledge modules.
	System Integrations Connected tools like JLL Corrigo, Lexmark, and Twilio (telephony) to ServiceNow, simplifying processes and improving service delivery.
	Governance Overhaul Introduced CMDB and Technical Governance Boards, Agile process improvements, and rigorous peer review practices to enforce quality.
	Subsidiary Integration Onboarded subsidiary users while maintaining clear data separation and distinct branding to ensure seamless operations.

The Result

	Improved employee experiences Enhanced self-service capabilities allowed faster resolutions and empowered users.
	Accelerated service restoration Streamlined workflows reduced downtime and sped up issue resolution.
	Optimized workforce Intelligent routing and better backlog management enabled greater efficiency and strategic focus.
	Future value opportunities With foundational improvements in place, this client is poised to unlock further value with plans that include Predictive Intelligence, HR onboarding, and Virtual Agent capabilities.

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximize the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimization, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.

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