By Dennis Reif, Head of Global Project Management, FIT – a
I recently had the opportunity
to present FIT’s collaboration with ServiceNow for the first time. One
of my key points that garnered very positive feedback was that digital
transformation today isn’t about technology per se; it’s about making
experiences in the workplace easier and better.
With the help of digital workflows, we can enable employees to focus
on higher-level tasks where they can add more value. And, by giving
employees the best possible experience, they can in turn
offer an exceptional experience to customers.
At FIT, we certainly weren’t in such a position a couple of years
ago. Our IT systems, despite serving customers in countries all over
the world, were disconnected not by accident just because we had a
regional structure. There was little interaction or
collaboration between our offices across four continents, and a lack
of overview of resources globally.
Our customers were becoming truly global, but we weren’t. So how did
we turn this around? We set about realising our vision to become a
global IT ‘factory’ for the business and we started at the same time
to transform our organization to a global organization.
A complete overhaul – but step-by-step
We had to put in
place a platform that would truly support the global organization of
IT services. In practice, that’s easier said than
done, so initiating organizational restructuring and finding the right
technology partner to help us with this transformation was key.
We needed a cloud-based technology platform and consolidation of all
data and processes onto one single platform to support our global
requirements. After intensive investigation in several solutions
we were sure that with ServiceNow we could achieve this.
But we didn’t start by ripping out our entire infrastructure.
Instead, our CIO department embarked the project ESM@FIT
(Enterprise Service Management @FIT) Right from the beginning it was
crystal clear that we didn’t want just a new ticket system. We wanted
to use the full enterprise platform capabilities of ServiceNow in a
combination with SAP for all commercial aspects
The first phase covered the launch of a web shop, which created a
streamlined way for our staff to request IT equipment. The latter had
been a big burden on our IT team and
all employees. The ServiceNow-driven web shop immediately showed us
the power of the platform
Building on this success, the project gained real momentum.
Today, our new global delivery platform supports the full breadth of
global IT service delivery, IT operations and IT business management, with every employee of
FIT using the new platform.
Digital workflows as the lifeblood of our ‘factory’
Nowadays, every aspect of our IT organisation is so much more
transparent — for our customers, our suppliers, our partners and our
employees. That is because all data and business
workflows reside in one single platform, readily available to anyone
who needs information or service, anytime, anywhere.
The beauty of the transformed system is that processes are
consistent across every region, with all requests, problems and
incidents managed by the same platform — be it customer service or ticketing.
The outcomes have exceeded our expectations. We have been able
to greatly simplify the delivery of projects and accelerate the
customer service process.
Let me state just a few stats that really demonstrate that success.
Our average project planning time is now 10 minutes, rather than up to
several weeks; customer escalations have reduced by 90%; and project
execution is four times faster than it ever has been.
Can you imagine the productivity boost and efficiency
savings arising from this change?
We are now able to serve more customers and run more projects
simultaneously, helping us to gain a real competitive advantage. We’ve
also created the best possible experience for all of our customers and employees.
The journey doesn’t stop here though, as we push further with
our vision of a global IT factory. We’re envisioning a place
where artificial intelligence will streamline more routine
interactions, both internally and with customers, for example through
the use of chatbots.
With ServiceNow in a pure synthesis with SAP we are firmly at the
heart of our business. We are improving agility created for the needs
of our customers and employees. For me, that is incredibly
motivating and exciting.