about the customer.
A leading global fast food restaurant chain, recognized the critical need to modernize its IT service catalog to better serve its diverse user base, which includes corporate users, technology users, market CIOs, and restaurant groups.
scenario.
The client faced several challenges with their existing IT service catalog. The portal was outdated and difficult to navigate, further cluttered with duplicate, outdated, and irrelevant items. This made it challenging for the users to find and consume relevant IT services. The platform's governing processes also lacked structure, leading to inefficiencies and skill gaps. The client obviously needed a comprehensive solution to address these issues and streamline their service catalog.
our approach.
Randstad Digital kickstarted the engagement with a comprehensive evaluation and rationalization of the client’s current service catalog. We assessed the taxonomy, labels, and content levels to create an accurate inventory of all services. We then redesigned the catalog to better serve its diverse user base: corporate users, technology users, market CIOs, and restaurant groups. This included building a new portal experience with improved UI/UX for better usability. We further crafted a detailed roadmap for implementing the new service catalog, including rewritten entries and refined taxonomy. A robust governance framework was established to maintain the new standards, ensuring consistency and relevance over time. Our collaborative approach with the client included continuous feedback loops to fine-tune the solution to their evolving needs.
benefits.
- consolidated service catalog: streamlined service catalog, reducing the number of items from over 1000 to approximately 100.
- improved portal experience: users benefited from an updated and intuitive service portal, eliminating unnecessary and duplicate items.
- operational model for governance: enhanced governance with a clearly defined operational model, ensuring ongoing relevance of the catalog.
- productivity gains: catalog-based automation brought roughly 20-25% productivity improvements. The unified approval process enabled 10-15% cost avoidance.
- future recommendations: provided recommendations for continual improvement and future enhancements.
why randstad digital.
- a trusted Premier ServiceNow Partner
- expertise in advisory services, HRSD solutions, and building custom upskilling programs
- proven ServiceNow value management framework (SPARC framework) and deep expertise in service catalog management
- tailored solutions aligning with clients' business objectives and specific use cases
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