Replacement of ITSM Tool - CA Service Desk to Service Now/<243645>/<Jayesh Shinde>/<Banco
Pichincha, Peru>
Emp ID Contact No. Current Location & Country
243645  9768128032  Mumbai, India
(*If you would also like to be copied on your client email)
File Name (Please add your details): CM_243645_Jayesh Shinde
Problem statement, Date & Timeline
1st Para – Context:
Set the context to the problem. What
was the issue faced by the client or by
the end user? Who was impacted? What
were the IT/process related issues that
cause the business problem? What were
the pain points? If this situation was not
addressed, what would be the business
impact for the client? Was it affecting
end user also? Specify the impact in
terms of business value e.g.: loss of
business or revenue, delayed product
launch, penalty?
Approx.50 - 100 words
Client, Industry background, TCS
relationship with client
2nd Para -The Client: Introduction to the
Client and Client’s organization; Who is
the client and what is their core
business? How long has TCS been
associated with the client/since when.
What does TCS handle for the client
overall and specific to this project.
Please give details
Approx.80 -100 words
Key Player Details - How and what
challenges faced
3rd Para - The Contextual Master:
Name and role played by the CM?
What is your work experience and what
are all the services that it covers?
For how long have you been working
with the client? What are all the areas of
the client’s business that you
manage/service?
TCS Internal
Client Email Id*
 jshinde@tcsperu.com
Bank was using the traditional ITSM tool named CA service desk
which was having various drawbacks to the growing trend of IT
Service Management. It does not have features like CMDB, Event
Management, Service Catalog, Service reporting, Self Service Portal
etc. It was impacting client’s employees & Banks customers as well.
The tool does not have an end-to-end capability to use many ITSM
& ITOM tools integration. Bank was unable to manage the IT
processes and their services, from the creation, processing,
traceability, responses and up to the analysis of the tickets
demanded from the IT service units, from TCS and providers.
CM story is showcasing your knowledge and its use in developing
solutions that addressed the client's problem and provided the
business value to the client.
Hence TCS has recommended Bank to upgrade the cloud-based IT
Service Delivery management tool named Service Now to overcome
the above listed points
This Bank is the largest private bank in Ecuador, by capitalization
and by number of depositors. Client has its subsidiary in Peru. The
bank has 1.8 million customers in Ecuador, $4.5 billion in assets and
$4 billion in deposits, as well as more than 200 branches in the
country. TCS is associated with this client since last 14 years and
with subsidiary in Peru since last 4-5 years. TCS is responsible for
various IT operations including Data Center, ITO & ADM Services
along with Software & testing factory. TCS is also engaged with Bank
with various service improvement initiatives in terms of Business
4.0 offerings.
With the help of my IT service delivery experience and limited
contextual knowledge on ITSM and ITOM field we have done the
replacement of core IT service desk tool named CA Service desk
with Service Now. This transition was happened very seamlessly
without disrupting the production environment. Having an overall
14 years of experience in this area of ITSM and ITOM with Service
desk tools I am managing the overall Digital Transformation Projects
in this ITOM area for the client since last 18 months. At present I am
managing the 210 + applications and its associated infra from
service improvement perspective from both ITO & ADM area.
 Replacement of ITSM Tool - CA Service Desk to Service Now/<243645>/<Jayesh Shinde>/<Banco
Pichincha, Peru>
How did you come to know about
client’s problem, what were the analysis
or ground work carried out by you?
What was the client specific contextual
knowledge* that you had? How did you
leverage your contextual knowledge to
solve the problem?
Challenges faced by you in arriving at
the solution? What were the other
factors which acted as catalysts to find
out the solution, if any?
*What is contextual knowledge:
Knowledge of client’s business, IT
landscape, business and technology
landscape, geographical sensitivities,
culture of the client, knowledge of
client’s competition.
Approx.60 - 70 words
Client's Technology, Contextual
Knowledge for solution handled by key
player
4th Para – Solution: Explain the solution
in detail and bring to light how the
contextual knowledge was leveraged to
arrive at the solution.
How was the implementation carried
out, which showcases your role as the
hero; What knowledge did you need to
solve this problem? What help did you
get from TCS ecosystem – other groups
in TCS like CTO, CoEs?
Elaborate on the solution mentioning
what analysis you did, any challenges
you faced and how did you overcome
them?
Approx.80 - 100 words
Business Benefits - Quantifiable and
Value add by key player
5th Para – Value for the Client: How did
the solution impact the client? How did
the client feel about the solution and
how did they express it? What were the
business benefits of the solution: e.g.
financial, NPS, CSAT, etc.? Provide
quantifiable benefits in numbers or
percentages?
For business benefit to the client, please
TCS Internal
We have come across various problems like lack of CMDB
information in tool, no asset ID information while raising an
incident/Service request etc. Before I joined this project this
analysis has already been done. After I joined, we have started with
the SOW preparation phase. Got the SOW finalized and approved by
customer and implemented the entire project within 14 months.
The entire working model of client is in Spanish language which
makes us little difficult earlier while implementing the solution to
communicate the same. But with the help of local bilingual
associates, we could be able to overcome this challenge. Client
wanted to Establish a governance and management framework
from the Service Management Office, which is implemented
through an ITSM solution integrated to the different technologies,
aligned to defined IT processes and allowing the interaction
between the business and IT service areas, both TCS and providers,
contributing to the delivery of value and an improvement in the IT
maturity in the organization.
As a part of the transformation project, the Service Management
Office (SMO) of this Peruvian client and TCS' Service Management
Coordination (SMC) together along with TCS' global process experts
have design, develop and/or update the technical diagrams in the
tool for “end to end” service management processes and policies.
ServiceNow is the industry leader in ITSM and ITOM tools. With the
latest technology, cloud-ready and customization methodologies,
ServiceNow stands out from the competition. TCS has a gold
partnership with ServiceNow and has implemented the tool for
many customers in North America and Europe to bring service
management to the global standard.
Few Challenges observed while migrating the AS IS information
regarding the users and groups from CA Service Desk to the new
tool. This information has come up as it is in Service Now which has
created many scrapped information in the existing tool. We had
multiple rounds of discussion with client and Internal teams to
finalize and import only legitimate information.
Service Now implementation for customer has resolved the
shortfalls of an existing tool in terms of CMDB, Event Management,
Service Catalog, Service reporting, Self Service Portal etc. We have
developed and updated the clients IT service processes and policies
defined and prioritized by the Bank's Service Management Office
and service management portfolio. Client has received following
business benefits.
1. Centralized platform for SMO functions
2. Centralized repository
3. Automated report and close monitoring of SLAs
4. Ready to adopt the digital transformation
 Replacement of ITSM Tool - CA Service Desk to Service Now/<243645>/<Jayesh Shinde>/<Banco
Pichincha, Peru>
mention as many numbers as possible. If
numbers are not possible, try to convert
benefits to %. Also mention if the client
got some reward or prestigious project
because of this project. Touch upon the
business problem mention in paragraph
1 and 2 and how did you turn that
around.
Value for the Contextual Master: What
accolades did you receive from the
client?
Value for TCS: What were the benefits to
TCS? Any new projects, project exten-
sion, please mention deal value and deal
tenure. Or, or a response from CM stat-
ing there’re no such new projects or
project extensions to TCS.
Approx.70 - 100 words
Business 4.0 Transformation Conclusion
with 4 pillar - Mass personalization,
exponential value, leveraging
ecosystem & embracing risk
6h Para – Provide finishing touch to the
story which connects to the context
setting done in the first para, and link
with Growth and Transformation/
Business 4.0.
Approx.50 words
TCS Internal
5. Reduced time for requirements, incident, and problem
Management
6. 5% reduction in SMC's cost of operation in the second year
of operation
As a value-added offering to customer, we have implemented Event
co-relation & mapping, Service Now integration with multiple other
ITSM & ITOM tools like I-Series Navigator, SolarWinds, SCCM, SCOM,
HP Data Protector etc., prepared multiple reports and dashboards
for top management of customer.
Voice of Customer- Always with the best intention of achieving and
giving the encouragement and demand as any challenge. Thank you for
the great effort despite pandemic that we have used different methods
for our dynamics. Thank you to everyone who participated both from
start to finish. Those who managed to soften and make the dynamics of
the project more flexible. Patty, Juanca. Those who contributed with
greater visibility and flexible actions in the technical and change
management section with MKT and GP at the end of the project.
Working with this esteemed Bank in Peru account is motivational
and challenging as in we have a language difference which is the
biggest factor in making the things understand to customer and
grab their confidence in whatever offerings TCS is doing for making
the environment of Bank Digital & Cloud ready while adopting the
best practices of Business 4.0 implementation.
With this successful project implementation, the relationship with
customer has reached to the next level. TCS has also opened new
opportunities in the form of projects and other initiatives in an
entire LATAM geography.