MSC’s core capability is its Enterprise Mobility Management platform which incorporates mobile device management software such as Airwatch and MobileIron. MSC Mobility supports and protects over 80,000 devices for Australian businesses. MSC Managed Services include professional services, procurement, deployment and ongoing assistance and management to help control mobile devices, apps and assets, support end users and ensure full compliance to prevent costly security threats.
MSC is Telstra’s largest Enterprise Mobility Management partner and delivers device management services for a large number of Telstra’s enterprise customers. It is a founding member of the Global Enterprise Mobility Alliance (GEMA) and was recognised as the 2015 Enterprise Mobility Managed Service Provider of the year in Australia by Frost and Sullivan.
The Key Drivers for the ServiceNow Project
MSC had been an early adopter of ServiceNow in Australia with the platform in place since 2012. MSC had not realised the full potential of the platform utilising only incident management, change management and CMDB.
Coupled with a high level of customisation, inability to easily manage and upgrade the platform and issues with domain separation, ServiceNow was losing popularity fast. As
MSC is a managed service provider customer visibility is key to their service.
Customers were not able to log into ServiceNow to easily access or track tickets logged with MSC and the service desk was only accessible via phone or email. In an age of rapid access and consumption of data MSC was failing its customers.
Service Report Dashboard – Open Tickets
Phase 1 – Run an ACE report and complete a health check of the whole system. Look at all problematic areas and provide solution option for remediation.
Phase 2 – Upgrade to the latest release and remediate defects and issues
Phase 3 – Realign current processes for incident and change management. Implement request management automating activities to improve processes and introduce a self-service portal so that customers can request and track tickets and view dashboards of reports.
Upgrade and Align
MSC Mobility gained performance improvement through the health check, clean up and upgrade of their instance. Throughout this clean-up process, the Enable team were able to educate and provide awareness of implementation best practice to the MSC system administrators to reduce future problematic enhancements.
Automate and transform
MSC Mobility was able to turn vision into reality with the deployment of the Service Portal providing exceptional customer service
and transforming the service desk experience improving customer satisfaction. MSC has automated fleet management processes
and provided visibility at each stage of the flow to customer reducing calls to the service desk.
Enables’ engagement methodology and project approach resulted in the successful delivery of the Service Portal which significantly enhanced MSC’s customer satisfaction. The project initiated the foundation of a long term relationship with MSC Mobility with ongoing engagements.
Most recently Enable and MSC implemented Project Management with Financials within an aggressive timeline to replace a legacy system. This project went live within 5 weeks of kick off and has been tremendously successful for the Project Management team.
MSC and Enable continue to grow their relationship looking to the future with several potential projects in the roadmap including Customer Service Management and Orchestration.