A dynamic organization specializing in mission-critical IT services and digital solutions for clients across industries such as banking, telecommunications, retail, and more, sought to enhance its operations and streamline IT processes globally. With a workforce of over 12,000 employees across multiple countries, the company needed a solution to improve internal efficiency, drive better service delivery, and ensure business continuity.
A platform for growth and the right partner
In 2020, this organization selected ServiceNow to provide an IT platform to optimize and integrate current and future IT Service Management processes. The company partnered with us at Devhd for implementation and ongoing support, working as a joint team to address its internal ServiceNow needs. The first step was defining a Service Portfolio to enhance visibility into business services impacted by IT processes and then configuring the ITSM module, from “house to home”, to fit their specific needs.
One of the key benefits was transitioning from multiple systems to a unified platform, allowing IT to better manage a complex global environment while reducing cycle times for changes and enhancements. Now, the business can appreciate the role of IT in supporting teams to perform and thrive, and how vital IT data and insights can be used to improve service delivery, promote efficiencies, and ensure business continuity.
A user-friendly self-service portal was introduced, helping with incident deflection, and allowing agents to prioritize and address other problems more important to the organization. Users benefit from guided procedures and relevant results even before submitting a ticket. The successful transition to a self-service model exemplifies the effectiveness of this simplified, user-driven approach.
From IT Services to a platform that keeps growing
A suite of ServiceNow products has played an important role in breaking down organizational silos and fostering continuous growth, with new capabilities developing each year. What started within IT services is now a platform that keeps growing.
The platform now connects various services within the company, such as IT Service Management, Hardware Asset Management, and Configuration Management Database. The platform's success is further exemplified by a custom global application developed by Devhd that automates the user onboarding and offboarding processes, reducing errors and non-conformities between ServiceNow, Oracle, and any sub-systems related to the process for their employee lifecycle, to less than 1%. Another example is a compact and user-friendly interface, enriched with custom catalog items and flows, optimizing procurement-to-pay activities. Additionally, it includes robust reporting and analytics capabilities that offer invaluable insights into operations. Leveraging real-time data and performance metrics empowers the company to identify bottlenecks, optimize processes, and make informed, data-driven decisions for continuous improvement. The platform’s reach extends further through numerous integrations with existing systems and custom applications, all contributing to this holistic strategy.
Easy-to-use, single system of record for IT infrastructure and digital service data
After implementing IT Service Management (ITSM), the joint team turned its focus to prioritizing operational configuration data. The initial step involved the development of a comprehensive Configuration Management strategy and plan. This effort resulted in the creation of a real-time, automated, and accurate Configuration Management Database (CMDB) tailored to the organization's specific needs.
The organization now confidently maintains a standardized, single system of records, extendable CMDB, housing precise and reliable data. Noteworthy features include daily automated updates, the adoption of the identification and reconciliation engine (IRE), robust control and governance mechanisms, health dashboards providing at-a-glance insights, and a dependency view for a thorough understanding of interconnections within the infrastructure.
Gaining a way of monitoring and maintaining the overall health of the CMDB, the company has access to quality metrics based on defined flexible criteria (detect duplicate, orphan, stale CIs) and a central place for working with the configuration data, to search and explore the CMDB, examine recent activity and provide health metrics for configuration items (Cis).
Shift to a lifecycle-driven asset management environment
The next step on the roadmap was the implementation of the Hardware Asset Management Pro solution, which introduced enhanced asset management capabilities and helped the organization gain full visibility across the hardware asset estate.
Leveraging the ServiceNow procurement application, Devhd has modernized the procurement request system of the customer, replacing the traditional method of submitting requests via email. All procurement requests now take place within the ServiceNow platform. When there is a need to purchase hardware, the process starts in ServiceNow, providing better traceability. This enhancement allows for efficient oversight of the entire lifecycle of assets—from the initial need, through the procurement process, to device registration in the stockroom, ongoing monitoring, and eventual disposal. Transforming their approach improved asset tracking, refined allocation and retrieval processes, elevated audit capabilities for compliance and accountability, and led to cost reductions.
Furthermore, data migration and standardization from the legacy system were successfully achieved, employing ServiceNow Hardware Normalization.
Additionally, the company empowered employees by providing them with the capability to manage and request hardware devices for their day-to-day activities through a unified dashboard portal. This facilitated access to the users' inventory and actions based on device state, lifecycle, stockroom availability, and user persona, with optimized flows.
This shift has positioned IT as a contributor rather than a business cost. With Devhd’s support and ServiceNow’s capabilities, IT now delivers actionable business intelligence to guide investment decisions, simplifies its asset base, and, by reducing incident volume, frees up time for IT professionals to focus on solving critical problems and creating innovative solutions.
