Case Study: KAR Auction improves IT service management with Cloud Sherpas and ServiceNow

KAR Auction drives forward With Servicenow

KAR Auction Services, an automotive auction company, faced significant IT support challenges including poor visibility into service tickets, inconsistent data gathering, and a lack of metrics to prioritize development or gauge deployment success. To address these issues, KAR engaged vendor Cloud Sherpas to implement and optimize its ServiceNow platform for improved IT management.

Cloud Sherpas implemented a ServiceNow solution that introduced structured triage questions within incident tickets, ensuring proper data collection and routing. This provided KAR's IT team with the data needed to identify root causes, pinpoint training needs, and understand technology usage across business units. As a measurable result, KAR realized a 160% increase in the proper identification of incident categories and subcategories, leading to faster resolution times and improved communication.

KAR Auction