Global energy company opts for ITSM implementation as a strategic move for their digital transformation

INDUSTRY: Energy & Utilities
LOCATION: Globally
SIZE: 1,000 employees 

ITSM Implementation

Crafting an engaging customer experience

Enabled seamless communication across IT department

Built a strong ITSM foundation for future growth

Granted visibility of incidents and data

Founded in 2004, with over 1000 employees in 27 countries, our customer has become a global energy and commodities trading company. Their management team set out to build a global energy and commodities corporation from the start. The company’s culture is centered on customer service, quality, and efficiency. The multinational corporation is now one of the largest privately owned businesses of its sort in the world, thanks to a rigorous commitment to risk management and compliance.

Our worldwide customer is undergoing a digital transformation to improve business efficiency, eliminate silos, and save operating costs. They want to improve control over operations and user groups with ServiceNow.

Their innovative culture has long aided the organization in increasing efficiency, both internally and with customers. However, the company’s expanding global presence was posing a problem. Each country had its own IT operation, which meant that IT service delivery, data input, performance measurement, and reporting were all handled differently.

Alongside our trusted partner, Swisscom, we have been designated to provide the foundation for the new strategy to implement the best practice ITSM. With the use of ServiceNow, the goal is to enable our customer to align local IT operations to global service strategy and business goals.

To begin the implementation, the first step was setting up the foundation data, which commonly refer to data tables which are shared between multiple applications, processes or use cases. In this case, this refers to platform’s users, organizational structures, cost centers, locations, and groups. Ultimately, the solution ABIT Puresoft delivered consisted of:

  • ServiceNow implementation from scratch with ITSM Implementation, including Incident and Change Management.
  • Multiple integrations, such as the one LDAP integration, allowing the instance to use the existing LDAP server as the master source of user data.
  • A custom solution for data management and data imports.

What began as a ServiceNow ITSM implementation for the company's IT department has evolved into an organic movement within the organization to move toward a more centralized Service Management strategy that will allow them to manage their IT spend and technology footprint more efficiently and successfully.

Using the Service Catalog, from the ITSM Suite, it enabled ServiceNow end users to provision, manage, and operate resources natively. With this implementation, our customer benefits from the ability to browse, request, and provision solutions. They can view and solve incidents in a timely manner, as well as execute workflows in ServiceNow using the available resources.

Another major feature of this implementation was to improve the user login process and automate administrative operations such as establishing users and giving them responsibilities. To that extent, our developers integrated the platform with a Lightweight Directory Access Protocol (LDAP) directory. The LDAP integration enables the system to access user data from the already in place server and it prevents data inconsistencies, by creating, ignoring, or skipping records.

The IT team is collecting more accurate data thanks to their new ServiceNow instance, which is informing them of the types of events that are occurring, where they are coming from, and what follow-up is required, laying the groundwork for an enterprise-wide Service Management plan. This will enable IT to transition from a reactive to a proactive staff, ensuring the agility and visibility needed to succeed in the coming years.

CHALLENGE:

The organization did not have any tools for managing work and did not have an underlying IT framework that would give them visibility into problems, including their type, frequency of occurrence, and necessary follow-up.

The customer realized that to increase resiliency and remain agile, they needed to start managing their incidents and requests strategically with a cloud application. This would allow them to begin collecting and acting on data in real-time, which is essential for any company wanting to thrive in the digital landscape.

PROCESS:

ITSM development (catalog items)

SOLUTION:

The proposed solution was offering the foundation for the new strategy to adopt best practice IT Service Management. The goal of using ServiceNow is to help our customer integrate local IT operations with global service strategy and business objectives.

The initial phase in the implementation was to build up the foundation data, which is a term that refers to data tables that are shared across numerous applications, processes, or use cases.

With this implementation, our customer benefits from the ability to browse, request, and provision solutions.