Using their ITSM ServiceNow platform and ITIL processes recommended by our team of project managers and business analysts, the customer is providing better support to employees all over the world.
INDUSTRY: Tabacco
LOCATION: Globally
SIZE: 24,100 employees
Achieved new insights with unified platform
Consolidated disparate tools to a single system
Enabled employees to collaborate across IT
Delivered high-quality services at scale
Our customer is one of the world’s largest international tobacco companies and the leading British manufacturer of tobacco products. They also produce and distribute several other products, including beer, prepared foods, and packaging. Its products are available in more than 160 countries and their corporate headquarters are in London. They have around 30.300 employees across 7 locations worldwide and their 2020 annual revenue was £31.59 B.
Effective use of technology and its underlying procedures is critical to success in the competitive tobacco services market. The organization aimed to improve its service management systems, aligning with the ITIL framework on a flexible ITSM platform, with the goal of improving and future-proofing IT delivery. The organization required assistance with implementing the ServiceNow ITSM module to its existing platforms in several countries where they operate.
ABIT Puresoft and its partner, SCC, were able to implement practical ITIL-based support with faster issue resolution, which improved management reporting, and the opportunity to incorporate new features like self-service and a configuration management database, for the 45.000 active users.
Given the challenges of working in a multinational firm, and the desire to enhance productivity, give instant gratification, and speed the launch of new services while remaining compliant with industry regulations, the company sought for a ServiceNow partner. ABIT Puresoft was chosen to execute the complex customization of the ServiceNow ITSM platform because of its demonstrated knowledge in the IT service industry, which was supported by ServiceNow certified professionals, expert project managers, and business analysts.
The hybrid methodology between Agile and Waterfall was used to customize and apply to the ServiceNow platform while creating, configuring, and delivering operational solutions with various ITSM aspects. ABIT Puresoft offered a team of project managers and business analysts for the project. Incident management, problem management, change management, service request management, governance, reporting, service level management, knowledge management, and a variety of other tasks were all part of the project.
As a rapidly expanding organization, the global corporation moved quickly to develop an IT service management strategy and chose the ServiceNow solution to support it. Working with ABIT Puresoft's project managers and process consultants, our customer devised a strategy for implementing the ServiceNow platform.
IT Service Management is the link between an organization’s IT employees and the end users who require IT services. It delivers several benefits as a result, including higher agility, which aids in rapid adaptation to changes and innovation, cost savings, and the ability to easily visualize workflows, which leads to increased efficiency and cost savings. Our client now has fewer IT problems and improved answers thanks to ABIT Puresoft and SCC, which reduces IT problems and responds to incidents swiftly, lowering costs and downtime. In addition, staff receive better service, which improves end-user satisfaction.
Looking ahead, our customer expects to collaborate with ABIT Puresoft to eventually integrate data from their legacy systems into the ServiceNow platform. This will enable the multinational tobacco company to track and rectify issues worldwide.
CHALLENGE:
Even though the ServiceNow ITSM module was chosen as a viable replacement for the current ITSM system, implementing and improving it proved to be a difficult task. Furthermore, a smooth IT service operation necessitated the ServiceNow platform’s seamless integration with existing tools and applications. Existing workflows had to be adapted to meet the organization’s business needs and industry rules, as the company had teams all over the world working in different time zones and facing cross-cultural differences.
PROCESS:
ITSM Implementation
SOLUTION:
Using their ITSM ServiceNow platform and ITIL processes recommended by our team of project managers and business analysts, the customer is providing better support to employees all over the world through enhanced efficiency in ticket processing and consistent interactions with their Service Desk.