This case at a glance
| Client | Information and communications company (IT company of a precision equipment group) |
|---|---|
| Challenge | Mostly manual requests and procedures that varied by site |
| What we did | ServiceNow implementation, work standardization, and project management through a PMO |
| Products | ServiceNow (ITOM, SPM) |
| Results | Shorter time from request to completion, with IT assets and costs made visible |
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About the client
• Industry: Information and communications (camera and precision equipment group company)
• Company overview: The client operates as the IT company within a group whose products and services draw on diverse experience and a wide range of specialist technology. -
Challenges
• Support to drive internal development
When the client estimated costs and schedules with several system companies, the original plan looked likely to take more time and cost than expected. The client valued our quick, compact approach, and we moved internal development forward together, staying close to the people on site.
• Managing information with development spread across sites
Development teams were spread across several sites, making it hard to organize and share work and information. Ways to connect the teams and unify procedures were needed.
• Mostly manual operations
Data management and requests were handled mostly by hand, and the client was concerned about efficiency.
• Use of tools and visibility of operations
Several tools were used in IT operations, but the status of operations and information management lacked visibility and consistency.
• Request and approval processes that were not unified
Internal request and approval processes were not unified, making history management and procedures difficult. -
Solution
• Managing requests, approvals, and work in one place
We introduced ServiceNow to manage the process from request to completion in one place, and merged request forms to strengthen history management and visibility.
• More efficient handling of inquiries
Using a knowledge base has made responses to inquiries faster and better.
• Visibility of IT assets and services
ITOM was introduced, making asset information, service maps, and operating status visible.
• Standardizing work and supporting handover
We took stock of internal work, standardized it, and supported a smooth handover through on the job training.
• Quantitative management of the device lifecycle
Scheduled management makes it possible to understand operations in numbers and keep improving.
• Support for all phases through a PMO
We set up a PMO covering everything from planning to operation and supported the whole project. -
Results
• Shorter lead time from request to approval to completion
Unifying and automating business processes has shortened the lead time from request to completion of work.
• Visibility of IT assets and service configuration
A system for managing configuration information in one place lets the client respond to incidents and assess their impact quickly.
• Scheduled device management
Regular management has made it possible to understand operations in numbers and keep improving.
• Lighter workload for the IT department
More efficient routine work lets the department focus on planning and strategy, improving productivity across the department.
• Visible return on investment through SPM
Making the cost and results of service delivery visible enables ongoing cost management and faster decisions.
