Challenges:

• A legacy ops culture in a modern telecom’s IT department left an innovative leadership team with a broad set of challenges:
• Diversity goals need to be meet
• Entry-level talent with ServiceNow knowledge was difficult to find
• Niche knowledge like TSM/TSOM was as required a pre-requisite
• Field Resource Management was a new module within ServiceNow 

Solution:

A winning engineering culture that embraces the latest technologies and life-long learning, created through Revature solutions:
Customized training curricula designed for client with Telecom as focus for diverse cohort. 
To equip associates with the necessary knowledge and experience to ensure their productivity from day one, they underwent challenging and complex capstone projects.
ServiceNow Certification pathways

Impact:

100%

of agents benefit from automation, streamlining service delivery

45%+

Reduction in average handle time (AHT), significantly improving operational efficiency and customer satisfaction

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