Goldman Sachs Partners with Infosys to Digitally Transform its Client Services Helpdesk using ServiceNow Platform

Goldman Sachs, a leading global investment banking, securities, and investment management firm, sought to boost the efficiency of its client services agents in managing technology issues and to enhance user experience by transforming their service management platform. Infosys helped transform Goldman Sachs’ client services helpdesk using the ServiceNow platform.

The Challenge:
Goldman Sachs was utilizing a homegrown ticketing tool for its technology client services helpdesk and this needed periodic enhancements to meet business needs. The technology stack of the tool was nearing end of life, leading to increased operational risk and maintenance cost.

The Solution:
Goldman Sachs collaborated with Infosys to transition into a cloud platform for unified IT service management. The objective was to build a simple and scalable solution to transform and modernize business processes across the enterprise by consolidating various systems, streamlining operations, and improving user experience.

Goldman Sachs chose to partner with Infosys in this journey based on Infosys’ extensive credentials and experience with ServiceNow implementations, proposed solution approach and collaborative partnership model. Infosys leveraged its expertise to bring external perspective and outside of the box thinking to design innovative solutions that align with Goldman Sachs’ business requirements.

Infosys helps guide enterprises in effectively leveraging ServiceNow solutions to transform their landscape. Further, Infosys’ accelerators such as the Enterprise Service Management Café, part of Infosys Cobalt, comprises of industry cloud solution blueprints that enable enterprises in their cloud journey and digital transformation.

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