Large publishing company

Book publishing and distribution

Modules Worked On

  • Incident
  • Change
  • Service Catalog

Maintenance Timeline

Large Publishing Company

One of the largest trade and educational publisher in the world. It is considered one of the big-five publishing companies, and each year publishes around 800 adult books, 200 young adult and children’s books and 300 audio books.

The challenges faced by the client were managing and controlling user account access and privileges to ServiceNow® product. Value management of the solution to manage upgrades, validate and verify any new enhancements / changes to the UI, Workflows, Configurations and Properties. Another issue that needed to be resolved was huge data accumulation.

After understanding the operational challenges abhra initiated the following:

  • Implementation of ServiceNow® user license management.
  • Managed the upgrades for development and office instances live, checking and ensuring what’s been delivered works with our implementation.
  • Assisted in running accurate reports in a timely manner and extracting meaningful metrics from them. Suggested and implemented Data Archiving. The solution was designed incorporating ITIL best practises.

Implementation of ServiceNow® user license management helped in optimizing several ServiceNow® licenses. It ensured a smooth and hassle-free upgradation. It provides automated audit controls and reports– as well as measurable and transparent data. In addition, the ability to maintain data for auditing or for historical purposes.