Case Studies
Remote Desktop Support
Remote Desktop Support

A full-service flooring company with approximately 25,000 employees was using both Bomgar and ServiceNow tools to support their end users.

Asset Management - CMDB
Asset Management - CMDB

A global financial institution leader in delivering innovative investment management, asset and fund administration, fiduciary and banking solutions needs to migrate their data from multiple source feeds into ServiceNow. The customer needed data consistency between ServiceNow and previous configuration management applications while maintaining similar business logic and processes.

Environmental Health & Safety: Key Energy
Environmental Health & Safety: Key Energy

Environmental Health and Safety issues expose businesses to a tremendous amount of financial risk, legal liability, and regulatory concerns. At Key Energy there was no simple way for a safety person to identify the proper audience, generate a series of tasks, automate the assignments, notifications and report on compliance.

Data Center Management
Data Center Management

THE CHALLENGE: A large social networking site and the number one most trafficked internet site in the world came to us because they needed an evolution in the applications that run their new
state of the art fleet of datacenters.

Content Management System
Content Management System

THE CHALLENGE: A leading financial services organization with $453 billion in combined assets under management wanted to push their Content Management System (CMS) to the limit. The customer needed to present a wide array of services to all users, with a visually familiar interface that would not only improve service levels, but also improve the cultural opinion of Service-now in their organization.

Retail Asset Management
Retail Asset Management

THE CHALLENGE: The largest independent tire dealer in America with over 750 retail locations and 24 regional offices needed an asset management system to streamline the flow of
configuration item data through the asset lifecycle. The process included: inventory
management, purchasing, request fulfillment and shipping.

H&R Block
H&R Block

H&R Block is the world's largest tax preparation business. Their 100,000 tax
professionals have served more than 400 million clients worldwide. They prepare 1 in every 7 tax returns and they have a retail office within 5 miles of most Americans.

Brightpoint: A global leader in the distribution of wireless devices and in providing customized logistic services to the wireless industry.
Brightpoint: A global leader in the distribution of wireless devices and in providing customized logistic services to the wireless industry.

Fruition Partners worked with Brightpoint to gain the following benefits: Infused a proactive “exist to solve” culture across IT Exceeded customer expectations in providing IT services within the enterprise Implemented ITIL industry best practices for Service Management Constantly measure feedback and customer satisfaction to implement continuous improvements Create specific Service Level Agreements (SLA’s) with the business

Remote Desktop Support

THE CHALLENGE: A full-service flooring company with approximately 25,000 employees was using both Bomgar and ServiceNow tools to support their end users. They asked for an integrated solution to collect the history of communication between the end-user and service desk as well as remotely control the user's desktop in one interface.

SOLUTION:

  • Provide end-user with an option to “Get Support Now” without leaving their ServiceNow instance
  • Provide the service desk the ability to easily chat live, screen share, remotely control the user’s desktop, and transfer files all within ServiceNow
  • Create and record the activity of the chat session in the incident record
 

RESULTS: Fruition Partners developed a tightly integrated solution combining the power of ServiceNow and the Bomgar Appliance. Now end-users can seamlessly communicate with the service desk using live chat and remote management - all from within one simple interface in ServiceNow.

 

Published on November 16, 2011 by Fruition Partners.

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