ServicenowITSM

Client Background

iotasol partnered with a global manufacturing enterprise to modernize and streamline its fragmented IT operations. The client faced growing complexities in incident management, leading to operational bottlenecks and diminishing user trust. By deploying a customized ServiceNow ITSM solution, Iotasol transformed the organization’s IT support into a proactive, metrics-driven function. The implementation unified their systems, improved SLA tracking, and enabled automation to reduce repetitive workloads, ultimately enhancing operational efficiency and customer satisfaction across multiple locations.

Growth Tracking

40%

Reduction in incident resolution time

30%

Decrease in repetitive tickets

95%

SLA compliance achieved within the first quarter

Challenges

The company dealt with an overwhelming volume of unstructured tickets, inconsistent service desk response times, and lack of SLA visibility. With minimal integration between monitoring tools and the IT platform, the IT team was overburdened and reactive. End-user frustration was high due to prolonged resolution times and poor transparency in service management.

Solution

iotasol deployed AI-powered ticket categorization and intelligent routing, integrated the platform with CMDB and monitoring tools, and implemented real-time SLA dashboards within a unified agent workspace. A self-service portal and knowledge base were launched to reduce repetitive queries, while incident, problem, and change workflows were streamlined for end-to-end operational efficiency.

Outcome

Improved SLA compliance and visibility
Enhanced IT team productivity and accountability
oosted end-user satisfaction through faster, clearer communication

Client Stories

A holistic mobile app platform for seamless and on the go management of dry-cleaning business operations

Cyber Clinic has been created to fill the void in Australian healthcare, providing access to professional psychological help from the comfort of home

A digital platform that allows medical practitioners to stay on top of their schedule while also increasing their treatment efficiency

A software solution that has helped funeral homes become more productive by replacing manual work with a digital system.

An online platform that provides early access to the off-market, pre-market and secret properties for Sale across different parts of Australia

A one-stop solution to manage the commissions, accounting, and back office services for real estate brokerages and agents

A sophisticated caregiving platform for cancer patient carers, streamlining tasks on the go and balancing caregiving responsibilities seamlessly

The Bean cartel is a platform that allows business operations management for a coffee wholesaler in Australia

A digital platform that provides premium tax accounting services to people and businesses across Australia

A revolutionary car budgeting platform, streamlines yearly car expenses for small businesses and individuals effortlessly

A cutting-edge digital platform that facilitates the growth of accountants' businesses, by providing expert mentoring, and cutting-edge tech solutions globally

iotasol has automated the operations of 'reclaim waste' by building a digital system that streamlines all the business processes

Computer Vision

An AI-powered quality control solution detecting packaging defects in real-time, reducing recalls, and enhancing operational efficiency for packaged food companies

Worker Safety

A real-time monitoring system ensuring factory floor safety, reducing risks, predicting hazards, and enhancing compliance with automated safety protocols

Supply Chain

An advanced supply chain management solution leveraging IoT and blockchain for real-time pharmaceutical tracking, ensuring product integrity and regulatory compliance

Forklift Tracking

A forklift monitoring system using IoT technology to track movements, prevent collisions, and ensure safety in warehouse operations

Livestock Management

A smart livestock management platform offering real-time herd health monitoring, improving productivity, operational efficiency, and profitability for commercial farm owners

Warehouse Management

A comprehensive warehouse monitoring system using IoT sensors for real-time inventory tracking, cold chain management, and regulatory compliance

Energy Monitoring

A robust energy management system optimizing telecom network performance, reducing downtime, predicting failures, and minimizing operational costs through real-time insights

Interested in exploring how servicenow can be leveraged for busieness growth?

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Hear it From Our Clients

Taxtalk is a digital platform that provides premium tax accounting services to people and businesses across Australia. Hear Dominic Barba , CEO, Taxtalk speak about how iotasol helped them switch from a traditional business model to a technologically advanced and sustainable model

Domenic Barba

Taxtalk

iBAG is an intelligent dry cleaning app that automates operations for service providers and simplifies customer experience. Aaron Pino, CEO of iBAG shares how iotasol, as their tech partner, crafted a versatile, futuristic app. He values iotasol's unwavering support and dedication

Aaron Pino

iBag

Listing Loop is a digital platform that allows early access to exclusive off-market properties across Australia. Hear it directly from the CEO of Listing Loop on what influenced his decision to entrust iotasol with all development work following some initial testing and how our work brought a significant impact on key business matrices

Rhett Dallwitz

Listing Loop

Carers Couch, connecting cancer caregivers with vital support, hails iotasol for their pivotal role. Martina Clark commends iotasol's trustworthiness and commitment, she says that iotasol goes beyond the role of a tech partner to ensure the vision behind a product is lived upto

Martina Clark

Carers Couch

Streamlining IT Operations with ServiceNow ITSM

Client Background

Growth Tracking

40%

30%

95%

Challenges

Solution

Outcome