Project Phase
The project phase of Cetegra Care is a transformative journey designed to elevate the quality and efficiency of our service delivery. By understanding the comprehensive nature of this project phase, our valued customers can anticipate the changes and improvements that lie ahead.
What are we doing and why?
To meet the ever-evolving demands of our customers, Cetegra Care embarks on a project phase that represents a significant shift towards a more flexible and automated ServiceNow platform. Our primary aim is to enhance our processes, and workflows, and bring automation to the forefront of our service delivery.
Cegal has utilized ServiceNow for many years as its IT Service Management (ITSM) system to efficiently manage and deliver IT services, thereby meeting end-user needs and helping achieve business goals. However, to keep up with the dynamic technology landscape and to continually offer the latest features and functionalities, it has become crucial to transform our existing instance into a new, more adaptable and scalable platform.
Impact for our customers
Primarily, our customers can expect to be migrated to the new and improved Cetegra Care platform. The project phase will involve setting up a domain separation for each customer, enhancing data security and preventing users from accessing data outside their domain. This initiative ensures that each customer enjoys an exclusive, secure environment within our instance, with their unique set of data inaccessible to other domains.
An additional significant change is the introduction of a new server setup, configured to allow automatic collection and import of Configuration Items (CIs) into our upgraded CMDB (Configuration Management Database). This change results in a more current and precise CMDB, leading to improved ticket quality.
New, Improved Ticket Flow
One of the striking improvements that will stem from the Cetegra Care project phase is a more efficient ticket flow. All customer-related support tickets will be handled as a “Case,” a single record designed to capture the customer’s request for support. This management strategy hides the complexity of ITIL processes, streamlining the customer experience. Regardless of whether their inquiry requires an Incident or Change, the customer only needs to relate to a single ticket and ticket number.
In conclusion, the project phase of Cetegra Care represents our commitment to continual improvement and customer satisfaction. It encapsulates our efforts to enhance security, manage data more effectively, and streamline our ticket flow for a more efficient customer experience. By understanding these changes, our customers can anticipate and prepare for the transition phase between the old and new ServiceNow platforms, ensuring a seamless shift towards an improved service delivery model.