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About the Company

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Success Story
ITSM and CSM Implementation

Descubra como a parceria com a 4MATT ajudou a ONR a ter mais eficiência, rastreabilidade e integração para os processos em gestão de TI

Contributors:

350

Enterprise:

ONR

Industry:

Real Estate Registries

Centralization of IT service management and customer service

Greater traceability of information.

Solid basis for continuous process improvement.

Introduction

In a scenario where efficiency and digital experience are strategic differentiators, ONR decided to take a decisive step in its transformation journey. The company sought to consolidate a single platform to manage both internal IT services and customer service, ensuring greater traceability, agility, and governance.

O project to implement ITSM and CSM modules in ServiceNow, driven by 4MATT in partnership with ServiceNow, has established itself as an innovative initiative that has brought significant gains in operational efficiency, integration and continuous improvement of services.

Initial Challenges

ONR was looking for a solution capable of improving the quality of IT service management and customer service, while maintaining a focus on efficiency, integration, and experience.
The goal was to create a single management platform that would serve both the internal team and end consumers. 

Among the highlights of the delivery: 

  1. Structuring processes aligned with ITIL good practices.
  2. Automation of notifications, reports and dashboards.
  3. SLA parameterization for greater control and visibility.
  4. Customization of portals (employee and consumer) with your own visual identity.
Technical difficulties
 

Digital transformation required collaboration across multiple departments, both business and technical. The main challenges faced included: ensuring integration between different systems, such as Google (CcaaS and Single Sign-On) and EntraID; and structuring notification flows, reports, and customized dashboards.

These challenges were overcome thanks to the active collaboration of the teams involved and the governance model established by 4MATT.

The process

With execution from 4MATT,the implementation of the ITSM and CSM modules was structured on solid pillars:

– Mapping of processes and gathering of requirements with the areas involved.

-Parameterization of ServiceNow native modules (ITSM and CSM).

-Configuration of SLAs, notifications and reports.

-Customization of employee and consumer portals.

-Development of strategic integrations with corporate systems.

-Building real-time dashboards for visual management.

Impacts and benefits

The project generated significant impacts for the ONR:

  1. Greater traceability and visibility of information.
  2. Standardization and automation of IT and customer service processes.
  3. Smooth integration with systems already in use.
  4. Reduced rework and increased operational efficiency.
  5. Solid foundation for continuous improvement and digital evolution.

Furthermore, the project enabled both the internal team and end consumers to experience a more agile, transparent and effective experience.

"Agradeço imensamente a todos que estiveram comigo nessa jornada, em especial à 4MATT, nossa parceira na implantação, e a todos os times internos que contribuíram para chegarmos até aqui. Esse é só o começo de uma trajetória de evolução contínua. Seguimos avançando com inovação, eficiência e transformação digital."

Evento Go Live Cake 

Em comemoração à entrega, a 4MATT, junto com a ServiceNow, realizou o evento Go Live Cake com a ONR. 

Com o tradicional bolo que simboliza a conquista e celebrou a parceria de success entre 4MATT, ServiceNow e ONR, é um momento de comemoração. O bolo também representa a união, a confiança e a dedicação coletiva que tornaram possível a entrega desse grande projeto.

Bolo Go Live Cake 4MATT e ONR

Conclusion

The ITSM and CSM module implementation project at ONR represents a milestone in the organization's digital evolution. With 4MATT's expertise and ServiceNow's technology, the company achieved integrated, standardized, and results-driven management, strengthening its ability to meet both internal IT demands and customer needs with excellence.

This case study highlights how innovation, governance, and strategic partnerships can transform the way organizations manage their services, making them more efficient, secure, and future-ready.

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