Lockheed Martin

Lockheed Martin now has incident and task resolution with proactive updates.

Overview

Ajackus partnered with Lockheed Martin, a leading aerospace and defense contractor, to enhance their ServiceNow environment by focusing on efficient incident resolution, improving system security, and empowering users through Knowledge Management. The collaboration aimed to streamline support processes, bolster security measures, and facilitate self-service solutions.

Problem

Incident & Task Resolution

Lockheed Martin needed effective resolution for incidents, tasks, and cases to ensure minimal disruption and maintain operational efficiency within their team.

Security Improvements

There was a need to enhance system security by identifying vulnerabilities and implementing improvements to system properties to create a more secure environment.

Collaboration & Communication

Effective communication between the ServiceNow and Lockheed teams was crucial for sharing security findings and making informed decisions.

Knowledge Management

Providing users with self-service solutions through Knowledge Articles was essential for reducing dependency on support teams and improving overall efficiency.

Solution

Incident & Task Resolution

Ajackus efficiently resolved incidents, tasks, and cases, ensuring quick problem-solving and minimal disruption for the Lockheed team.

Security Improvements

We identified and implemented system property enhancements, promoting a more secure environment and addressing potential vulnerabilities.

Collaboration & Communication

We presented security findings to both ServiceNow and Lockheed teams, fostering open communication and enabling informed decision-making.

Knowledge Management

We created and published Knowledge Articles, empowering users with self-service solutions and reducing their reliance on support teams.

Results

Incident and task resolution processes were streamlined, boosting productivity and minimizing disruptions. System security was strengthened with proactive property enhancements. Open communication between stakeholders improved security management, while comprehensive Knowledge Articles provided users with self-service capabilities. We significantly enhanced Lockheed Martin’s ServiceNow environment, driving operational improvements through effective incident resolution, security upgrades, and user empowerment.