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IT Service Management2024
Municipal Service Desk Transformation
Modernized public-sector IT support operations with automation, SLA visibility, and self-service workflows.
Client
Zealand Municipal Services
Duration
5 months
Year
2024
Challenge
Ticket queues were growing, response times were inconsistent, and reporting offered limited insight into bottlenecks.
Solution
We redesigned intake workflows, implemented automation for routine tasks, and created live SLA dashboards for leadership teams.
Tech Stack
ServiceNowPower AutomateMicrosoft 365Power BI
Delivery Gallery
Outcomes
01
48% faster first-response time
02
31% reduction in repetitive ticket workload
03
SLA compliance improved to 98.6%
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