About

The Client is a global leader in confectionery manufacturing.

challenge

Being a multinational company, the Client had regional IT service management teams using local ITSM systems based on BMC Remedy. This caused inconvenience when planning, managing and coordinating the settlement of IT service issues. Therefore, the Client decided to migrate to ServiceNow and was looking for a partner with a long experience in ServiceNow implementation to customize and configure the system. One of the key requirements was to put the system in accordance with the Client’s business workflows so as to introduce ITIL processes of service transition and service operation, and ensure IT service consistency among regional departments.

Solution

Applying a deep understanding of ServiceNow and ITIL practices, VolgoTechnologies ITSM experts delivered a solution that supported the following 5 processes:

Initially, VolgoTechnologies team configured the Workflow module to translate the Client’s process diagrams into the language of ServiceNow, as well as determine workflow functionality by using workflow activities. This way, multi-step processes regarding change management, incident management and request fulfillment were automated by bringing together employees and involved configuration items in a single manageable area. For instance, with change management, the consultants defined the entire life cycle of a change from its initiation through approval to closing.

VolgoTechnologies experts also implemented the following additional features to make the software smoothly complement the Client’s business processes.

Staging

Staging the ServiceNow Platform to Standardize IT Service Management (ITSM) for all Departments across 60+ countries requires a structured and scalable approach. The goal is to centralize IT services, improve response times, and standardize workflows while ensuring compliance and efficient service delivery to a diverse, global workforce. Below is a detailed plan for implementing and staging ServiceNow to achieve these objectives.

Datawarehouse

Dataware House

Desktop Application

Results

The Client received a customized ITSM solution supporting the following processes: Incident Management, Request Fulfillment, Change Management, Knowledge Management, and Configuration Management. The project implementation helped the company to unify and standardize IT service management for all departments around 60+ countries over the world.

Technologies and Tools

ServiceNow, ITIL.