Over the past decade, Nasstar has worked closely with Rail Delivery Group (RDG) to deliver invaluable services including ticketing, travel information, and refund facilities.
CLIENT
Rail Delivery Group
INDUSTRY
Transport
SERVICE
Cloud
PARTNER
aws
The client
The RDM is a central platform to simplify data sharing between data consumers and the rail industry. It aims to enable innovation by making data more accessible while providing publishers with granular control over who can access their data.
This case study can also be found over at Colibri Digital, part of The Nasstar Group.
The challenges
As a large organisation with a diverse technology portfolio, the service desk platform needed to integrate seamlessly with existing systems, provide 24/7 availability, and guarantee the security of sensitive customer data.
To ensure the swift resolution of any issues RDG and its customers encounter, Nasstar created a service desk experience that allows users to raise and manage incident tickets through a secure and scalable online portal.
Our goal
The outcome
Users can easily raise tickets through the intuitive RDM portal and experience efficient routing to the most qualified service team.
The deployment of serverless architecture has ensured 24/7 availability, automatic scaling based on demand, and consistent support whenever it's needed.
With demand-based automatic scaling comes improved resource optimisation and more opportunities to minimise RDG’s IT costs.
With a dedicated AWS account, WAF protection, and SSO integration, security measures are in place to safeguard sensitive data and comply with industry standards.
ServiceNow's reporting capabilities and integration with existing systems enable insightful data analysis. These capabilities will guide future improvements and resource allocation.
This is an initiative that builds upon years of successful collaboration between RDG and Nasstar. Time and time again, the team continues to prove their delivery expertise and knowledge of AWS and ServiceNow best practices. The platform itself will provide our data consumers and data providers with a smooth and efficient support experience, ultimately contributing to the success of RDG and the Rail Data Marketplace.
01
Leveraging its expertise in cloud-based solutions, Nasstar established a user-friendly interface for incident ticket management. The pre-configured SaaS ServiceNow platform includes custom workflows that streamline ticket routing based on issue type and severity, ensuring swift resolution by the most qualified team.
02
Nasstar created a new RDM AWS account to deliver a serverless AWS API Gateway and Web Application Firewall (WAF). This environment is designed to scale and interface seamlessly with other AWS services that Nasstar manages for RDG, supporting flexibility and performance.
03
The serverless architecture improves API management and scalability, while the WAF helps maintain security standards by defending against common web-based threats. This ensures robust protection without compromising performance.
04
To improve usability, the new platform is integrated with RDG’s existing Single Sign-On (SSO) system. This provides users with convenient, secure access to the service desk without the need for separate login credentials.
