“We have a clear vision for how we want to deliver services – through an end-to-end user experience that abstracts the complexity of our organization from our end users and simplifies our ability to serve them.” – client, VP, Software Development & Engineering
Success sometimes brings challenges in its wake. For instance, a world leader in media, entertainment, and technology had grown through product expansion and strategic partnerships and acquisitions – but its attainments led to mounting complexities for internal stakeholders interacting with IT.
The organization’s growth resulted in five distributed businesses that operated independently. Processes were siloed within each of the IT functions, and IT tools were a blend of enterprise and distributed elements.
Across the business, the workforce needed a uniform and consumer-grade service and support experience, while the IT staff sought a platform that would make it easier for them to provide a better experience, while themselves achieving high levels of control and governance.
Bringing consistency, simplicity, and enhanced usefulness to IT service management
Working with Capgemini, the company reimagined its entire approach to IT service management (ITSM). Key to this was, first, understanding the current landscape and ticket types; and second, ensuring that employees were consulted on the development of new processes, paying particular attention to the user experience.
What emerged was an enhanced ITSM experience, providing consistency in intake processes, and also in notification mechanisms and toolsets. A single, company-wide reporting solution was created, providing self-service capabilities for the creation of reports. Other elements of the approach included consistency in automation across all divisions, a consolidated and standardized knowledge-management system, a straightforward governance model, and an intuitive ServiceNow walk-up application.
Central to success were the alignment of business and IT functions, a guiding vision of simplicity and usefulness, and a relentless focus on the needs of users.
The result? An ITSM approach of which the business can be proud – and on which it can build.
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