Lumen

Lumen now has centralized ServiceNow support with streamlined resolution and SSO.

Overview

Ajackus partnered with Lumen, a major player in the telecommunications industry, to optimize their ServiceNow operations. Our focus areas included managing ServiceNow-related issues, configuring Single Sign-On (SSO) with Azure, and enhancing system performance through environment upgrades and access management.

Problem

ServiceNow Support

Lumen required a dedicated expert to handle all ServiceNow-related issues, particularly for clients using the SOM and COM modules. They needed someone to effectively manage and resolve technical challenges and ensure smooth operation of their ServiceNow platform.

SSO Implementation

The company needed Single Sign-On (SSO) integration with Azure across multiple environments to streamline user access and improve security. This was essential for providing a unified and efficient login experience for users.

Access Management

There was a demand for resolving access-related issues and enhancing system functionalities such as email notifications, reporting, and performance analytics. Effective access management was crucial for operational efficiency and user satisfaction.

Environment Upgrades

Lumen faced challenges with cloning strategies and performing upgrades across various environments. Ensuring system stability and performance through these upgrades was critical to maintaining reliable IT services.

Solution

ServiceNow Lead

We acted as the main point of contact for all ServiceNow-related issues, offering expert support for clients utilizing SOM and COM modules. Our role involved addressing a range of technical challenges, providing timely resolutions, and facilitating seamless communication between Lumen and their ServiceNow platform.

SSO Configuration

We initiated and successfully configured Single Sign-On (SSO) with Azure, enhancing user access and streamlining authentication processes across multiple environments. This integration simplified the login experience and improved overall security by centralizing access management.

Access Management

We resolved access-related issues, ensuring that users had the correct permissions and could interact effectively with the ServiceNow platform. Additionally, we set up email notifications, developed comprehensive reports, and implemented performance analytics to provide real-time insights and enhance operational efficiency.

Environment Upgrades

We managed cloning strategies and executed upgrades across different environments to maintain system stability and improve performance. Our meticulous planning and execution of these upgrades minimized disruptions, supporting Lumen’s goal of maintaining reliable and efficient IT services.

Results

We centralized ServiceNow support, providing a single point of contact for all related issues, which streamlined issue resolution and enhanced user access and security through effective SSO integration. Our work in optimizing environment management and performing timely upgrades significantly boosted system performance. Overall, we delivered comprehensive support that improved system efficiency, access control, and operational stability for Lumen.