Another example is in something simple--figuring out who is available to work on projects. Reshma says she’s happy to have moved from a spreadsheet to a resource workbench that shows what people are available and when. “Before, it was hard to figure out who was available to work on projects. Some people were underutilized, some were overbooked,” said Reshma. “Once I had one central place to see people across timelines and projects, I could better manage people’s schedules. And I could more accurately track people’s time against our budget. And this helped improve the work/life balance of our developers.”
Another frustration was that business customers didn’t have access to a holistic picture of project progress. Decisions were difficult to make because answers were found in different documents and spreadsheets.
Now answers are just a dashboard away. In the planning console, both business and IT can view the overall project plan, visual maps of dependencies, key milestones, and change request owners. In the change request section, everyone can see the impact of potential changes, who owns the changes and the business justification. Decisions are made using real-time data. Project managers can simply send Finance a link to a dashboard for internal audits and regulatory compliance.
Every Friday Reshma would spend the day compiling status reports to share progress with her business customers, including leaders who wanted a high-level update on the project. With just a few clicks, Reshma can share with business leaders real-time updates on large, complex projects, including anticipating bumps in the road ahead. The reports are available on Now Mobile in real-time and can be sorted based on project status. I can see my contributions everyday
“Our business customers and IT are now equal partners because we all work from one set to data. I am no longer bombarded with questions. I feel like we are now working toward one common goal based using the same information,” said Reshma.
Prioritizing future investments has changed as well. Victor adds, “We don’t prepare reports anymore when deciding what projects to undertake. Instead we collaborate with business and service owners to review the submitted ideas in our tool. We can have a meaningful conversation about the ideas as a whole, weighing their risk, cost, complexity, capacity, and cross-functional impact. Once we decide what to convert to a project, we assign it a project manager, and select the appropriate methodology for execution. It’s so much easier.”
Reshma says her typical workday is very different today than from a year ago and she likes it that way. “I can focus on things that matter like capturing and sharing accurate information so that our business customers and IT can make better decisions,” said Reshma. “Coming to work is much more satisfying because I can see my contributions to our progress in IT every day.”
To learn more about IT’s adoption of ServiceNow ® Project and Portfolio Management, read our case study.
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