Case Study: NYC Law Department streamlines ITSM and boosts productivity with Nagarro and ServiceNow

NYC Law Department handles 20 service request types with Nagarro

The NYC Law Department faced challenges with its legacy IT service management systems, including scalability issues, poor user experience, and limited integration capabilities. These limitations led to increasingly manual operations. To address this, the department partnered with Nagarro to implement a new scalable solution using the ServiceNow platform.

Nagarro developed a robust ServiceNow solution that included a backend portal and a service portal for non-licensed users. The implementation streamlined internal operations and automated the incident management process, resulting in faster ticket resolution. The new system can now handle 20 types of service requests and has enhanced visibility through built-in reporting. This significantly boosted the agency's operational efficiency and improved user satisfaction.

NYC Law Department