Situation
Republic National Distributing Company (RNDC) faced significant challenges in their IT Operations department, which was struggling to modernize and mature their technology service delivery capabilities. The organization was responsible for delivering quality value-added services to the business while creating IT landscape transparency and cohesion across the enterprise. However, their IT department operated with immature, inefficient, and reactive service delivery processes. There was no centralized system for submitting, tracking, and reporting on work requests, and the traditional waterfall project methodology was too rigid to address immediate business needs quickly. The lack of structured service management was creating operational inefficiencies and limiting the IT department’s ability to demonstrate value to internal business customers.
Our Solution
Thought Logic’s technology and strategy implementation consultants collaborated with the RNDC’s IT Department to expand and modernize their Service Management Delivery capabilities through comprehensive ServiceNow platform optimization. Our approach involved working closely with and acting on behalf of Product Owners while leading multiple scrum teams to ensure agile delivery. We collaborated with IT leadership to provide advisory services on industry-leading practices, performing detailed fit-gap analyses and building comprehensive execution roadmaps. Additionally, we brought in and managed an elite ServiceNow Development shop to execute custom configurations and system administration, ensuring the platform was tailored to meet the organization’s specific operational requirements.
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Our Clients
Our Solution Team
Achievements
The engagement successfully transformed the distributor’s IT operations from an immature, inefficient service model to a modern, transparent, and business-aligned technology organization.
