This case at a glance
| Client | Major information and communications company (power industry group) |
|---|---|
| Challenge | Complex approval flows and management split by department |
| What we did | Usage assessment, standardized operational design, and unified management |
| Products | ServiceNow |
| Results | Faster, more accurate requests and a structure for ongoing improvement |
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About the client
• Industry: Major information and communications company (power industry group company)
• Company overview: As the group's core IT company, the client mainly develops and runs systems for energy and social infrastructure. -
Challenges
• Complex operations
Complex organizational structures and approval flows meant requests and processing took time. Because the roles and permissions of each department were not clear, the client was also in the process of organizing its operational design.
• Little sharing and coordination of work information
Work depended on specific people, making standardization and efficiency hard to advance. Incident, change, and problem management were also split by department, which made it difficult to track response history and use reports and dashboards. -
Solution
• Support for internal development based on knowledge and experience
In response to the need to move development forward faster, we worked with the IT department to drive the project.
The client has described us as "a partner who can work alongside us with a professional perspective."
• Making current work visible and organizing issues (excerpt)
We analyzed work content, working hours, and operations to clarify room for improvement, and organized necessary documents such as design documents and manuals to strengthen the operating base.
By recording and analyzing trial operations, we also identified issues from the user's point of view and proposed improvements.
• Improvement proposals based on the assessment (excerpt)
We standardized operational design by organizing user permissions, purposes of use, and workflows by department, and unified incident, change, and problem management to keep response history in one place.
We also provided report templates and customization support to make improvements visible, strengthened management functions by merging department masters and organizing group structures, and added a function to close business data after workflow processing, balancing traceability and efficiency. -
Results
• More efficient and accurate operations
Unifying procedures and clarifying the roles of staff improved efficiency across the organization, and clearer approval routes improved the speed and accuracy of request processing.
Organizing the structure also clarified coordination between departments and where responsibility lies.
• Better visibility and sharing of work, and easier improvement
Reports make issues visible and improvements possible, and managing data in one place supports traceability and ongoing improvement. Improvements that reflect users' evaluations have also led to better adoption and satisfaction on site.
