Our energy provider customer succesfully adopted ServiceNow to manage most of core IT activities resulting in a reduction in the number of service management apps employed and management processes.
INDUSTRY: Manufacturing/Energy
LOCATION: Globally
SIZE: 100,000 employees
Aligned IT investments with business needs
Global employees benefit from automated IT services
Supports the communication between departments
Eliminated multiple legacy tools
Our customer is a worldwide provider of energy and data management products and solutions for the automotive and other industries. The publicly traded group of firms employs over 100,000 people in 30 countries. The global car, commercial vehicle, and component supply industries are the company’s major customer group, for whom it manufactures standard and customized cables, as well as custom-developed wiring systems and related components.
ABIT Puresoft has been chosen as the ServiceNow provider to facilitate with their current and future Asset Management development and implementation projects. The manufacturer was already a ServiceNow customer who recently introduced the IT Service Management module (Change Management included). The change management procedure in place was required to avoid risk and negative impacts on customers and partners who access and use the company’s technology, but it was effectively throttling efficiency.
The organization recognized that modifying the change management process was required but lacked the necessary internal knowledge to implement the solution and required the assistance of a partner.
The adoption of ServiceNow to manage most of their core IT activities resulted in a reduction in the number of service management apps employed, and hence a reduction in IT work to manage or support many distinct tools.
Change management processes have not advanced as quickly as product delivery teams would desire in our customer’s organization. The reason for this can be found in a variety of areas, such as important stakeholders not being able to offer sufficient information during the early stages of a project, necessitating additional review and approval.
ABIT Puresoft’s solution had to streamline the change management process in order to maximize the usability of the ServiceNow technology that was already in place. As a result, we used IntegrationHub Professional to develop the Client Software Distribution (CSD) application. Administrators were able to distribute software from the service catalog using third-party management systems because of this.
Using the custom SCCM activity pack, our customer can now use the CSD application to automate the deployment and revocation of software from a SCCM server. CSD also works with Software Asset Management to manage license counts for installed software. Therefore, the development and operations teams are now able to collaborate more effectively due to the dispersion of responsibilities, decentralization of approvals, and quicker project cycles.
The Automated Test Framework (ATF) was used to fulfill best practices on requirements, allowing our customer to design and execute automated tests to check that their instance works after making a modification. After an upgrade, during application development, or when deploying instance settings with update sets, for example.
ABIT Puresoft’s biggest challenge in optimizing change management for this organization was aligning it with the agility of its development techniques and dispersing accountability, review, and approval of production risks across teams. Finally, the new change procedure had to reduce the risk of production disruption. Searching for outside help to optimize ServiceNow, provided a unique problem as well. The company lacked the resources needed to finish this project successfully and sought a partner that could provide some strategic review and leadership on their requirements.
Some expected benefits, as well as some unexpected ones, became apparent when the solution was implemented. Our customer was able to better understand what each department needed to improve work performance and enhance business outcomes using ServiceNow.
With the consultancy offered on Change Management, the implementation of the much-needed configuration and the fully customized integrations, everything is in one location and can function together now that various IT tools have been replaced by a single system. Dashboards and reports can provide information that was previously unavailable. The status of each request can be displayed in real time on the service portal so that requestors are aware of its status.
Our customer concluded that a unified IT business management platform was required to support their business growth. Rather than operating in silos, they needed a single place to acquire, analyze, prioritize, and execute IT requirements. They needed to manage IT resources comprehensively across all projects and operational activities to reduce delivery risk. They also required integrated visibility across the IT teams to ensure that value was delivered on time and under budget.
CHALLENGE:
Our customer, like other global corporations, had gained many various IT technologies, which was challenging to manage independently. Furthermore, the tools created silos within IT, prohibiting consistent practices and a clear picture of what was going on. Our customer sought to combine IT systems to streamline operations and have a centralized location for IT information.
The most challenging part of optimizing change management for this organization for ABIT Puresoft was aligning it with the agility of its development processes and dispersing accountability, evaluation, and approval of production risks across teams.
PROCESS:
ITSM, Change Management, Asset Management, Client Software Distribution, Automated Test Framework
SOLUTION:
ABIT Puresoft has been selected as the ServiceNow provider for their current and future Asset Management development and implementation projects. The manufacturer was already a ServiceNow customer when the IT Service Management module was offered (Change Management included).
To maximize the usability of the ServiceNow technology that was already in place, ABIT Puresoft’s solution had to streamline the change management process. As a result, we implemented the Client Software Distribution (CSD) application using IntegrationHub Professional.
The customer was able to better understand what each department need to increase job performance and improve business outcomes utilizing ServiceNow thanks to our solution.