ServiceNow® IT Service Management

Move from legacy help desk and ticketing systems to fully automated IT & business services with cloud-based ITSM.

ITSM Process Improvement


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How Aptris helps you gain end-to-end visibility through a single system of record.

Aptris helps businesses consolidate fragmented tools and legacy systems while automating service management processes. Our solutions can get you to Go-live quickly with confidence, while maintaining the ability to scale to your business needs. With a simple and consistent approach, you increase efficiency, lower costs, and devote more time to innovating and delivering the modern, consumer‑like, self‑service experience your modern organization has come to expect.

ITSM - Problems and Aptris Solutions

Aptris ITSM Customer Success Stories

We have the solutions you need! Below are some examples of how we’ve utilized ITSM to help businesses just like yours.

Professional Services Company

Business Issues:
Ineffective ticketing process, reporting was limited, and reports had to be consolidated into spreadsheets for stakeholders.

Problems:

  • No Process: Poorly routed tickets
  • No Automation: Manual touchpoints
  • Tracking manual processes by spreadsheet and email
  • Limited reporting capabilities

 Success Story:

  • ServiceNow is the only ticketing system, a single source for reporting tickets
  • Leveraging ServiceNow to track change tickets, instead of a limited in-house application
  • Automated ticket assignment expedites resolution timeline
  • Scheduled reports bring significant value to Service Desk management process

National Retailer

Business Issues:
There was a lack of transparency and visibility into the IT services and that caused inefficiencies and made the IT organization less effective.

Problems:

  • Underutilization: Outages were common and dealt with reactively​
  • Manual Processes: 8 hours spent weekly on manual reporting​
  • Lack of automation: Change management took 1.5+ days​
  • Lack of visibility: IT couldn’t see which locations had multiple incidents.
 Success Story:

  • ServiceNow is the only ticketing system, a single source for reporting tickets
  • Leveraging ServiceNow to track change tickets, instead of a limited in-house application
  • Automated ticket assignment expedites resolution timeline
  • Scheduled, automated reports bring significant value to Service Desk management process

Logistics Provider

Business Issues:
Customer was over-reliant on email for both inbound and outbound customer service issues which lead to a lack of solid metrics and reporting to determine adherence to SLAs, resolution rates and actual workloads.​

Problems:

  • No way to track data
  • Customer Service lacked a platform
  • Reporting was inaccurate, based on tallying up sent/received emails
 Success Story:

  • Aptris created email-like interface that made transition to ServiceNow easier
  • Minimized number of clicks to process incidents
  • Audits and alerts can be identified and flagged differently than customer emails
  • Improved visibility for reps, who can access and view the comment chain and emails all in one place

We’ve successfully solved complex challenges for hundreds of clients nationwide in dozens of industries. We hope to earn the chance to solve yours.

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