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CriticalRiver boosts US tech firm with Service
Desk Automation and Predictive Insights

  • IndustryHi-Tech
  • TechnologiesMS SQL, Microsoft Power BI, ServiceNow
  • Get in touchDownload the PDF

Impact Delivered


Increased productivity of IT staff

ITSM processes optimization


Reduction in noise achieved through
automated recommendations

The Customer

A global provider of network test, monitoring and assurance solutions for communications service providers, enterprises, network equipment manufacturers etc.

The Challenge

  • To implement a solution for the customer for quick analysis of incident data and KPIs exists in their incident management platform, ServiceNow
  • Solution must be capable to provide detailed report of existing data as well as incoming data
  • Easy to understand dashboards and able to make decisions to control the incident volumes

The Solution

  • Implemented an automated solution to periodically polls the data from the customer’ s ServiceNow platform and provides a dashboard with detailed reports of incident data
  • Automated the process of transforming the incident data into the insightful dashboard through the custom services and with the help of MS SQL database
  • Easy to access and manage reports through a web application with minimal setup process

Solution Components

MS SQL, Microsoft Power BI, ServiceNow

The Results

  • User friendly reports sliced through year-wise further drilled down to monthly-wise for each category, state, Source, Priority, and all other available metrics
  • Helped customer to make conscious decisions with potential issues, and the areas of improvement
  • Reduced in manual hours of analyzing the data and creating custom reports and dashboards for presenting them to the CxOs

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