Chorus

Chorus Global Ltd. (Chorus) is an award-winning Managed Service Provider delivering IT Services to upper end SME and mid-market segment. Chorus is embarking on a 5-year development strategy with aggressive and ambitious growth target.

The implementation of ServiceNow, a leading IT Service Management (ITSM) and workflow automation platform, offered numerous benefits to Chorus in terms of improving efficiency, streamlining processes and enhancing IT service delivery. However, like any significant software implementation, it comes with its own set of challenges. AI Digital, with its expertise in digital technologies and project management, understands the complexities involved in implementing ServiceNow.

AI Digital were approached to implement their chosen service management system, ServiceNow, with a short timescale of delivery within 5 months to replace their existing system.

The project was delivered using our 4D approach. We implement this 4D approach using Waterfall project management and supported through a daily Scrum method to coordinate multiple development workstreams.

The project involved comprehensive planning, analysis, design, development, testing, and implementation phases. This report provides an overview of the project, its achievements, challenges encountered and lessons learned throughout the course of the project.

AI Digital’s team worked in partnership with the Chorus team to ensure a smooth and successful implementation which achieved the aspiration of the client.

The ServiceNow implementation significantly enhanced the efficiency of Chorus’ IT service delivery through automation and streamlined workflows.

Users have reported improved experiences in logging, tracking, and resolving incidents and service requests using the ServiceNow self service portal.  In addition, the implementation of the robust knowledge base within ServiceNow, enables efficient knowledge sharing and problem-solving among Chorus’ IT teams.

Here are just some of the objectives achieved:

Implementation of ServiceNow platform: AI Digital successfully deployed and configured ServiceNow to align with Chorus’ needs and IT service management requirements.

Process alignment and improvement: The AI Digital team analysed Chorus’ existing IT service management processes and reengineered them to align with industry best practices and ServiceNow capabilities.

Integration with existing systems: Integrated ServiceNow with Chorus’ existing IT systems and tools to streamline data flow and ensure a cohesive IT environment.