Next Generation self service portal and ITSM implementation for a major Telecom Carrier

Implementing a ServiceNow Self-Service Portal for end users requesting satellite services along with a ServiceNow ITSM Implementation for the Operations Centre.


National Australian Telecommunications Carrier

  • ServiceNow implementation
  • ITIL processes standardisation
  • Security Assessment
  • NextGen Customer Portal
  • Service Catalogand Request Management
  • Incident Management
  • Knowledge Management
  • ServiceNow Custom app development
  • Integrations with Third party products
1 Year

The Challenge

Our client was introducing a new satellite product into the market, initially targeting a government department with unique requirements. This offering demanded a high level of customer care, including quick turnaround times from request to activation for new services. Additionally, there was a strong emphasis on customer experience and high-care assurance, necessitating the ability to rapidly address customer feedback and requirements.

The Solution

Gibson Quai International (GQI) partnered with the client to develop a world-class portal for handling service requests and to create a next-generation satellite operations centre with end-to-end automation. Key highlights of the solution include:

  • Rapid design and build of ServiceNow improvements.
  • Thought leadership on the ServiceNow portal end-user experience.
  • Capability for end users to request satellite services via online self-serve.
  • ServiceNow request forms with dynamic attributes that change based on user input.
  • Automated booking and provisioning of satellite services through workflows and integration with satellite fulfilment systems.
  • Automated notifications to end-users on the status of their requests and incidents.
  • Automation of the incident management process for satellite monitoring-initiated issues.
  • Real-time snapshots of requests and incidents through dashboards and reports.
  • ServiceNow administration and support services for the platform.
  • Creation of End-to-End Design documents and Work Instructions.
  • Automated generation of Knowledge-Based Articles (KBAs).
  • Implementation of ServiceNow Automated Test Framework (ATF) to automate platform validation after changes.

The Result

The implementation resulted in a world-class portal that enhanced user experience and streamlined service delivery. Tasks were automated, providing a seamless request and incident workflow. Overall efficiency improved significantly, leading to a 50% reduction in ticket resolution times. This project not only met but exceeded the client's expectations, setting a new standard for customer care and operational efficiency in their satellite product offering.

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