Manufacturing Company Adopts Unified ServiceNow IT Model
27+
catalog items created
50%
improvement in IT service efficiency
80%
consolidation of IT tools into a single platform
“GlideFast's leadership and expertise throughout our ServiceNow implementation were exceptional. They navigated our complex organizational structure with patience and a commitment to delivering the best solutions.”
Sr Manager IT services, Manufacturing Corporation
Summary
A privately owned manufacturing company with four distinct business units was managing IT service requests across five separate tools, leading to inefficiencies and lack of standardization. The organization partnered with a ServiceNow provider to consolidate Incident, Change, Request, and Asset Management processes onto a single platform, ensuring smoother operations. A structured Change Enablement strategy ensured seamless adoption, minimized disruptions, and enhanced IT service management.
Challenges in IT Standardization
The organization faced the daunting task of unifying diverse IT processes and tools across four distinct business units, each operating with its own unique workflows, tools, and support structures. The use of five separate tools for managing IT service requests led to inefficiencies, redundancy, and a lack of visibility across teams. Additionally, the decentralized nature of the business units created barriers to communication and collaboration, further complicating efforts to standardize processes.
The introduction of ServiceNow as a unified platform posed its own challenges, as the organization was entirely new to both ITIL practices and the ServiceNow framework. Preparing the workforce for this significant shift required not only robust training programs but also extensive communication efforts to drive awareness, alignment, and readiness among employees. Finally, ensuring a seamless transition while maintaining uninterrupted business operations added another layer of complexity to the project.
The introduction of ServiceNow as a unified platform posed its own challenges, as the organization was entirely new to both ITIL practices and the ServiceNow framework. Preparing the workforce for this significant shift required not only robust training programs but also extensive communication efforts to drive awareness, alignment, and readiness among employees. Finally, ensuring a seamless transition while maintaining uninterrupted business operations added another layer of complexity to the project.
Strategic Approach to Seamless IT Transformation
The solution provider implemented a comprehensive Change Enablement strategy, including:
- Communication Plan: A detailed roadmap to keep all stakeholders informed.
- Change Champions & Super Users: Appointed to drive change within teams.
- Training Strategy: Comprehensive ITIL and ServiceNow training for employees.
- Legacy Transition Plans: Seamless migration from legacy tools to ServiceNow.
- Collaboration with HR and Communications: Ensured all onboarding and communication workflows were aligned.
- Feedback Loops: Iterative testing and user training ensured continuous improvement.
Key technical implementations included the development of 27 catalog items, automated workflows via Active Directory, and integration with a third-party tool (TCS) for smooth handoffs between teams.
Driving Efficiency with Unified IT Operations
The transition to ServiceNow delivered transformative results, including an 80% consolidation of IT tools, creating a unified platform that streamlined workflows and improved coordination. IT service efficiency increased by 50%, driven by standardized processes and faster issue resolution. A robust Change Enablement strategy minimized disruptions, ensuring seamless adoption and empowering teams across all business units to manage IT requests cohesively. The result was a modern, efficient IT service management system that strengthened operational capabilities and positioned the company for sustained growth.
Industry:
Manufacturing
Location:
New Jersey, United States
People:
5,000+ Employees
Products:
ServiceNow Organization Change Management