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
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.
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.
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.
Results
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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