Case Study
Dropbox developed a user friendly ServiceNow self-service portal that allowed better risk management, compliance, and communication
Download Case StudyJade Global provided seamless help and support for Dropbox’s ServiceNow partner in building a strong and prolific service catalog, implementation of problem, incident, risk and knowledge management, and performed ServiceNow enhancements for OOTB features and better integrations.
About the Client
Dropbox is a file hosting service that offers cloud storage, file synchronization, personal cloud, and client software.
Dropbox brings files together in one central place by creating a particular folder on the user's computer. These folders' contents are synchronized to Dropbox's servers and to other computers and devices where the user has installed Dropbox, keeping the same files up to date on all devices.
The Solution
- Providing support in fixing user issues, fulfilling their requests, and responding to their queries
- Worked with DropBox's ServiceNow partner with the following:
- Developed a Service catalog for around 120 items enabling users to submit IT and facilities services
- Added configurations for Catalog item workflows, approvals, and task details in a custom-built table
- Implemented industry best practice Incident and request SLA's
- Enhanced and fixed issues for already implemented Vendor Risk management involving Vendor onboard, assessment, and risk management for better usability
- Enhanced and fixed issues for Governance, Risk, and Compliance
Business Requirements
Jade helped and support Dropbox's ServiceNow partner with the following:
- Build Service catalog for around 120 items enabling users to submit IT and facilities services
- Service Request design should be dynamic to allow easy configurations for maintenance
- Incident management implementation
- Develop user-friendly self-service portal following company branding and standards
- Industry best practice Incident and Request SLA's
- Problem management implementation
- Knowledge management
- Support bi-directional Integration with JIRA stories. Integrate JIRA stories with ServiceNow's enhancements, features, requests, etc. depending on story requirements
- Explore new product features ex. Virtual and Live Agent
- Implement NOW and Agent Mobile Apps allowing users to report/submit tickets and agents to resolve issues or fulfill requests
- Enhance and fix issues for already implemented Vendor Risk management involving Vendor onboard, assessment, and risk management
- Build Email notifications following company branding
- Enhance and fix issues for Governance, Risk, and Compliance
- Seamless communication between users and agents
Download Case Study
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