In 2022, Acerta accelerated their digitalized back-end with the use of Service Now as back-end to serve customer better. Acerta uses both CSM, ITSM, HRSD and other modules in Service Now. This project related to make the Service Now data speak both in reporting: status of tickets, team efficiency & service KPIs as well as in data integration. All analytics on Service Now was done using a Modern Data Platform with Azure, Databricks & Power BI
