Our client is the clear market leader in safety technology for the car industry, manufacturing a wide range of car occupant safety systems such as seatbelts, airbags, steering wheels, and warning sensors. Around for 60 years, this company operates in 28 countries with 60,000 employees, works with 100 car brands and boasts that its equipment saves 30,000 lives a year. It has three global IT operations hubs in USA, Europe and Asia.
Disparate IT processes
The client used disparate ITSM tools, mainly Altiris and Magic, across its global operation to provide service desk management, but with different processes for handling incidents and problems in different territories. There was little integration between the tool sets and processes which hindered the drive for ITIL best practice. With little reporting on workloads, this meant that management could not see the overall number of tickets in order to assess how well IT was performing for the various business units. As a result, international business units would continue to operate in silos without productive communications.
Conscious of the need to control costs of a complex international operation, the organisation needed to unify its approach to service management around one set of processes, which would align ITIL standards, and a single platform to manage them. The current solutions clearly did not meet the business’s requirement.
Following a competitive tender the client chose Devoteam and ServiceNow as the ITSM experts to guide the customer towards a new solution, citing these compelling reasons:
- ServiceNow as a SaaS platform would deliver powerful performance while imposing no infrastructure overhead;
Devoteam’s international operation in 17 countries with 700+ ITSM consultants, the breadth of its technology experience in aligning IT infrastructure with business needs solution offered by ServiceNow;
- Devoteam’s flexible eight-stage RAPID method offers a structured way of showing exactly what the solution would look like. This approach would enable a quick adoption path for the system administrators responsible for implementation. It has a proven track record of reducing risk.
This, combined with Devoteam’s industry-leading consultancy services, has led to a global partnership that will ensure that the client derive the best out of their people, processes, and technology.
What did we solve?
Unifying service to boost IT performance
Following two weeks of workshops for the analysis requirements, begun in October 2014 in Romania where the client’s central operation is located, Devoteam implemented Incident, Problem and Change Management and CMDB Lite using its RAPID method. We built a solution out of the box to meet requirements, showing each one as a series of footprints for approval. Devoteam coached the client’s system administrators who had gathered from all regions. They would assist 600 process users who, in turn, would serve 5,000 end users.
Devoteam’s certified ServiceNow trainer delivered a ServiceNow administrator course for the client’s global IT stakeholder team, before the workshops took place in order to optimise their understanding of the product.
Working alongside the client’s team, Devoteam completed a transfer of knowledge to ensure a smooth handover.
The organisation was so happy with the result that they spoke about their successful transformation achieved with the help of Devoteam and ServiceNow at Knowledge 15 in Las Vegas in 2015, the technology vendor’s flagship event.
Service and digital transformation
Devoteam delivered a globally streamlined set of processes for a uniform toolset on a single service management platform that offers transparency for effective international operation. Benefits include:
- A single view by the CIO of the global system permits true analysis of the whole IT operation’s improved performance
- A consolidated toolset has reduced operating costs and avoided costly integrations
- Quicker resolution of issues has ensured SLAs are met
- Improved service experience by system users and the internal customers they serve has boosted user satisfaction.
The organisation has seen a transformation in service throughout its global operation with the result that it is looking to Devoteam to implement further enhancements.
The Head of IT Services concludes: “The ServiceNow solution with the help of Devoteam was an inspired decision. We are seeing wholesale adoption of a new way of working and are looking to a future where IT will drive transformation in the business.”
“The ServiceNow solution with the help of Devoteam was an inspired decision. We are seeing wholesale adoption of a new way of working and are looking to a future where IT will drive transformation in the business.”