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Manufacturer Optimizes IT Processes and Services with Change Enablement

Manufacturing - Change Enablement

The Customer

The customer is a privately owned manufacturing company operating in various industries. It consists of four distinct business units, each with its own unique processes, tools, and support structure. Prior to engaging with the solution provider, the customer was managing IT service requests and processes on five separate tools, leading to inefficiencies and a lack of standardization. They were new to ServiceNow and ITIL, seeking a unified platform and streamlined processes for their IT operations.


The Challenge

The main challenge faced by the customer was to bring together the diverse needs and processes of their four business units onto a single ServiceNow platform. They required a unified solution that would consolidate Incident, Change, Request, and Asset Management processes across the entire organization. Additionally, there was a need to build awareness and readiness among the employees about the upcoming changes and ensure seamless adoption of the new platform.

The customer expected the solution to encompass comprehensive Change Enablement (CE) strategies, including communication plans, adoption strategies, and specific go-live and adoption tools. The project aimed to achieve a smooth transition to ServiceNow while minimizing disruptions to business operations.

The Solution

The solution provider proposed a well-structured Change Enablement plan to prepare the organization for the upcoming transition. The plan included the following key components:

Communication Plan: A thorough communication plan was made to inform all stakeholders of the changes effectively.

Change Champions & Super Users: Change Champions and Super Users were identified and trained to assist with change-related activities.
Process Owners (POs): Process Owners were appointed as leads and main contacts for Change Champions and Super Users.
Training Strategy: A comprehensive training strategy was developed, and trainers were identified and trained to impart ITIL and ServiceNow knowledge.

Collaboration with HR and Corporate Communications: The solution provider collaborated with HR for Onboarding and Offboarding configurations and with Corporate Communications for non-IT related communications.

Feedback Loops: Feedback loops were established throughout testing, UAT, and training to ensure continuous improvement.
Legacy Tools Transition Plans: Transition plans from legacy tools to ServiceNow were identified and documented.
Go-Live & Post Go-Live Support: Detailed plans for Go-Live and post Go-Live support structure, processes, roles, and responsibilities were laid out.

The implementation phase focused on configuring Incident, Change, and Asset Management processes. It also involved creating around 27 catalog items, including Onboarding & Offboarding order guides and an application access item with automation through Active Directory (AD). Additionally, the solution provider integrated the ServiceNow instance with a third-party tool (TCS) to facilitate seamless handoff between support teams.


The customer successfully transitioned from five disparate tools to a unified ServiceNow platform, streamlining IT processes and improving overall efficiency. The Change Enablement efforts ensured smooth adoption and minimized disruptions during the implementation phase. The solution enabled the customer's four business units to work cohesively and efficiently on a single platform, ultimately enhancing the organization's IT service management capabilities.

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