The Pains of a Global Consulting Company
A Global Consulting and Professional Services Company faced several challenges managing ticket information during application deployment and cloud environment provisioning processes. Manual intervention to create and update tickets based on triggers led to inefficiencies, delays, and potential errors in the workflow. They needed help to ensure ticket updates were happening in a timely fashion. Their provisioning status reporting was out of sync with actual cloud provisioning.
The Business Challenges
Managing active customers without an automated ticketing tool is a disaster. Manual processes and siloed information make it difficult for organizations to manage customer grievances and resources. They hoped to implement Cloud provisioning pipelines for increased automation and compliance with Guardrails. They needed to automate ticket creation and updating on the SNOW platform and generate triggers during the application deployment and cloud environment provisioning process.
Implementational Intricacies
CirrusLabs built an automated system using SNOW's RESTful API, which allowed seamless communication between the DevOps tools and the SNOW platform. Using an API-driven Infrastructure, every provisioning step was stitched together using APIs. The API-driven provisioning orchestration workflow was integrated with ServiceNow (SNOW) for ticket creation and updating.
Upon trigger detection, the integration automatically created a new ticket in SNOW with relevant details such as deployment status, error messages (if any), affected components, and priority level. The integration ensured that ticket information remained updated by reflecting the latest status and relevant data from the DevOps pipeline. The integration was tailored to match the company's existing ticketing workflows in SNOW. Custom fields, tags, and assignment rules were configured to ensure tickets were routed to the appropriate teams for resolution and escalation per predefined processes.
Benefits of a Service Now Implementation
CirrusLabs's automation eliminated manual intervention in ticket creation and updates. This minimized the risk of human errors due to manual data entry and generated cost savings for the company, as resources could be allocated more efficiently to higher-value tasks rather than routine ticket management activities. The client achieved Improved Visibility and Accountability with real-time updates in SNOW, better decision-making and accountability across teams, and productivity increases with end-to-end automated cloud provisioning.
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