Luxury retailer improves operational efficiency and achieves new levels of productivity with the power of ServiceNow
INDUSTRY: Retail
LOCATION: Globally
SIZE: 35,000 employees
Decreased management complexity with clear visibility into operations
Gained a better understanding of the work environment
Enabled intelligent automation for rapid improvements
Provided faster oversight into complex decisions and approvals
Our customer has been synonymous with luxury and style since 1988. Headquartered in Switzerland, the iconic retailer produces and sells its luxury goods and jewellery worldwide via an online well-established platform. They take a long-term approach to growing their Maisons and businesses as they’re a family-oriented group. The Group assists them in developing extraordinary products that are genuine to their heritage and ethos.
Given their 35.000 employees, our client needed to ensure that IT projects are handled successfully, and IT requests are properly tracked to keep their workflow and supply chain efficient. The luxury retailer saw an opportunity to improve their IT operations by switching from Core, their on-premises architecture, to ServiceNow. The desire to gain improved visibility into overall resources and reap the benefits of automation was a driving factor in deciding to embark on the ServiceNow journey.
As the selected ServiceNow provider, ABIT Puresoft offered comprehensive solutions that enabled the centralized tracking of IT requests and the establishment of standardized processes.
Migrating from the legacy platform, Core, to ServiceNow has been a transformational endeavour and a highly rewarding one for our customer. The move ensured success with experience-based guidance, as it offered the opportunity to get rid of the complexity in the previous on-premises system and automated manual activities. From our developers’ side, the migration from our client’s on-premises system to cloud ServiceNow involved syncing data from their intranet and assure the adaptation of all the devices to the new facilities of the cloud infrastructure.
Our team leveraged a variety of ITOM integrations with several other systems, including FIM, AirWatch Mobile Device Management, and VMWare Inventory and Configuration Manager (SCCM).
Our team identified physical and virtual devices, as well as their relationships, using the ServiceNow Discovery solution, both on-premises and in the cloud. Due to the DMZ network, the process was challenging, but our experienced staff managed it with ease. Furthermore, due to intranet limitations (such as SolarWinds, AS400, DCO, and so on), our team used HHTP/ HTTPS REST Call Discovery to gather further information about CIs. With the FIM (Forefront Identity Manager) integration we have updated the customer’s device inventory by feeding in CMDB data.
It is vital for our customer to have a map of the connections among the devices, services, applications, and endpoints in their global environment to streamline the workflows. This will help ensure uptime for the IT components and employees, that rely on to conduct their daily work and serve their customers.
New processes have been created for both workstations and mobile devices to be enrolled in customer’s ServiceNow instance (register, assign, reinstall, uninstall, retire). Among the technologies used, it is worth mentioning the implementation of a MID Server with ServiceNow, which picks up data created on the customer’s intranet (SQL) through PowerShell, which is then read by Microsoft Scorch (Orchestrator) and performs internal processes in SCCM. Our developers have also used Discovery to scan internal infrastructure and populate all relevant configuration into the CMDB, thus maintaining a consistent list of dependency maps and interconnected IT assets.
The organization implemented ServiceNow IT Operations Management for service and event mapping to optimize operations and reduce mean time to recovery. The team used ITOM's Discovery function to develop and populate a CMDB to gain a better understanding of its environment and manage ownership to decrease complexity and help people locate the correct stakeholder to solve each issue.
As a result, the luxury retailer saw an opportunity to improve their IT projects and migrate away from their on-premises infrastructure, and ABIT Puresoft was able to successfully implement the proper strategy. The customer’s use of ITOM services sped up and simplified IT operations management, while also improving data accuracy on IT infrastructure usage.
CHALLENGE:
The migration from our client’s on-premises system to cloud ServiceNow entailed syncing data from their intranet and ensuring the adaptation of all devices to the new cloud infrastructure facilities, which was one of our team’s significant hurdles.
It was critical for the development team to gather all the data, identify data owners, and engage with the customer to acquire their offline data, which took time and effort.
The process was also difficult due to the DMZ network, but our expert personnel handled it with ease.
PROCESS:
ServiceNow ITOM Integrations
SOLUTION:
ABIT Puresoft, as the chosen ServiceNow provider, provided complete solutions that allowed IT requests to be tracked centrally and a consistent process to be established. Our customer’s migration from the legacy platform, Core, to ServiceNow has been a transformative and highly satisfying experience.
The company’s new ServiceNow system removes broken communication chains and gives agents and policyholders alike revolutionary visibility. From being unable to accurately track requests, updates, and modifications to insurance policies, the company is now able to manage everything through automated workflows, providing vital visibility and a clear audit trail.