A multinational professional services network, providing audit, tax, and advisory services around the world, needed a run team that could operate 24×7 across a genuinely wide range of tasks. That meant responding to incoming tickets for incidents, queries, and access validation, handling telemetry events, and carrying out initial triage and troubleshooting, all while retaining ownership of incidents through their full lifetime rather than handing them off. The team also needed to engage secondary resolver groups for platform and application-specific scenarios, assist with application deployment through every phase of prep, user assistance, documentation, and orientation, and manage identity and access for commercial production cloud across Support Teams, Customer Advocacy Teams, and PUM processes. On top of all that, the firm needed to build and evolve its ServiceNow stack essentially from scratch for its Tech Office of Advisory Services, a foundational piece of infrastructure the business didn’t yet have in place.
Ascendion enabled a Primary Responder for Commercial Cloud Stack, along with extended App Stack coverage, to deliver round-the-clock support for critical app infrastructure. Ascendion consistently maintained and improved turnaround time, shortening timelines for new app deployment along the way.
Ascendion drove continuous enhancements in the ServiceNow stack for process compliance and ease of traceability, alongside workflow automation to establish faster turnaround in catalog tasks and enablement of improved dashboards for metrics and reporting. The team also optimized processes to reduce wastage, enhanced quality process control, automated mundane tasks using scripts, and extended telemetry for better observability. Mechanisms and processes for event data correlation were established using Azure Monitor and ServiceNow, improving predictability across the board.
Tech Stack:
Delivered better SLA results and innovation improvements than the client's own run teams, through Ascendion's support team and associated AAVA studios.
Significantly reduced turnaround time for incidents and issues impacting the app stack for service offerings under the Commercial Cloud of Advisory Services.
Increased velocity of new application releases on the app stack platform for end clients.
Achieved a 20% reduction in ticket size.
Auto Provisioning of new-user onboarding
