Remote Desktop Support

THE CHALLENGE: A full-service flooring company with approximately 25,000 employees was using both
Bomgar and ServiceNow tools to support their end users. They asked for an integrated
solution to collect the history of communication between the end-user and service desk as
well as remotely control the user's desktop in one interface.

SOLUTION:

• Provide end-user with an option to “Get Support Now” without leaving their ServiceNow
  instance
• Provide the service desk the ability to easily chat live, screen share, remotely control the
  user’s desktop, and transfer files all within ServiceNow
• Create and record the activity of the chat session in the incident record

RESULTS: Fruition Partners developed a tightly integrated solution combining the power
ServiceNow and the Bomgar Appliance. Now end-users can seamlessly communicate
with the service desk using live chat and remote management - all from within one
simple interface in ServiceNow.

Asset Management - CMDB

THE CHALLENGE: A global financial institution leader in delivering innovative investment management,
asset and fund administration, fiduciary and banking solutions needs to migrate their
data from multiple source feeds into ServiceNow. The customer needed data
consistency between ServiceNow and previous configuration management applications
while maintaining similar business logic and processes.

SOLUTION:

• Script complex business rules to extract and transform data coming from external data
  sources into ServiceNow CMDB
• Build custom logic to help identify the stage at which the asset exists in its lifecycle
• Build an interface so the user can come in and review why the exceptions
  were fired and correct the data at the source- if needed

THE RESULTS: All data within ServiceNow’s CMDB has passed regulations and taken priority as
the ‘golden’ data. At time of insert or update of any configuration item,we now
know that the data is clean regardless of its source because it has passed all
business logic.

Environmental Health & Safety: Key Energy

THE CHALLENGE: Environmental Health and Safety issues expose businesses to a tremendous amount of financial risk, legal liability, and regulatory concerns. At Key Energy there was no simple
way for a safety person to identify the proper audience, generate a series of tasks,
automate the assignments, notifications and report on compliance.

SOLUTION:

• Auditing - The entire fleet of vehicles, oil rigs, pumps, etc are stored and tracked in the
  CMDB. The solution allows all operational materials to be tracked and having the
  appropriate relationships in place to people, management, and process means not only
  accurate safety audits but also swift action after a failure or injury.
• Action Plans - If a part fails on a pump you can quickly identify all similar parts in the
  field. The solution enables the Safety Administrator to quickly enact a training or
  corrective action plan to all agents in the field
• Reporting - Custom reports built on the CMS to match the existing EHS / OSHA paper
  forms and procedures

RESULTS: Fruition worked closely with Key Energy to roll out an intuitive easy to use suite of applications that allows Key Energy to bring their Environmental Health and Safety operations into a
managed state. In implementing the EHS solution they are gaining proactive control over their
environment and moving away from a reactive model. Fruition replaced multiple homegrown and
enterprise solutions both within the states but also abroad.

Data Center Management

THE CHALLENGE: A large social networking site and the number one most trafficked internet site in the
world came to us because they needed an evolution in the applications that run their new
state of the art fleet of datacenters.

SOLUTION:

• Provide a lightning fast solution with page load times in the milliseconds while reporting thousands of data points across millions of servers and components
• Develop an Intuitive solution that doesn’t need a user manual
• Using design patterns from social media means checking the news feed instantly keeps you up to date on all datacenter activity in a succinct format
• Extended existing Incident, Asset, Inventory, and CMDB modules to build out a total solution to document and manage the Server Infrastructure

 

RESULTS: Fruition Partners developed a custom solution to manage the entire asset lifecycle on
a previously unprecedented scale. We delivered a scalable solution to automate and
streamline repairs and track the status and health of hundreds of thousands of
servers and millions of server component parts in the CMDB.

Content Management System

THE CHALLENGE: A leading financial services organization with $453 billion in combined assets under
management wanted to push their Content Management System (CMS) to the limit. The
customer needed to present a wide array of services to all users, with a visually familiar
interface that would not only improve service levels, but also improve the cultural opinion
of Service-now in their organization.

SOLUTION:

• Customize the user experience to aid in improvement of data submission and retrieval
• Extend the CMS module and create a central location for essential tools, reports and
  information
• Improve the look and feel of the end user experience, including company branding,
  graphics and layout
• Expose to the end-user needed elements and hide unused elements

RESULTS: By customizing the Service-now CMS plugin, Fruition Partners was able to enhance the
overall end-user experience of the tool by including lists, gauges, headers, navigation
bars and a global search bar. These enhancements significantly improved usability,
service levels, data submission and data retrieval for the users.