Streamlining IT and Operations with ServiceNow Consulting

Client's Background

A leading multinational manufacturing company operates multiple production facilities, maintains a complex IT infrastructure, and manages extensive operational workflows to support its manufacturing processes. The company has invested in a robust and multifaceted IT infrastructure that combines various systems, from enterprise resource planning (ERP) to specialized operational technology (OT) platforms to achieve smooth operations. They are committed to maintaining their position as a market leader through continuous innovation, operational excellence, and a focus on delivering high-quality products to their global customer base.

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Challenges

  • Integration Complexity:

    Managing a complex IT infrastructure across multiple production facilities resulted in data integration and system interoperability challenges.

  • Operational Workflow Optimization:

    Optimizing extensive operational workflows to enhance productivity and reduce inefficiencies has been a challenge.

  • Maintaining a Competitive Edge:

    In the rapidly evolving global market, it is challenging for the systems and processes to be agile and adaptable to maintain a competitive advantage.

  • Smooth Operations:

    Consistent and reliable operations across all facilities posed a challenge for the organization.

Project Requirements

  • Centralized IT and Operations Systems:

    The company’s IT services, asset management, and production workflows are managed through a centralized system for efficiency and visibility.

  • Quick Incident Resolution:

    Targeting a 45% reduction in downtime, the organization sought an automated incident management process during IT issues to enhance overall performance.

  • Data Integration:

    Aiming for a 55% improvement in operational efficiency, the organization required integrated data across various systems, making it easy to gain actionable insights into operations and IT service performance.

ServiceNow Consulting Support

Our team of experts provided ServiceNow consulting services to help the organization integrate its IT services and operations using ServiceNow ITSM and Asset Management. Focusing on optimizing service management workflows, improving asset tracking, and integrating IT and operations systems, we empowered our clients with better decision-making and performance visibility.

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ServiceNow Solution

  • Integrated IT and Operations:

    Integrating IT services and operations on a single platform provided a unified view of performance and reduced operational gaps.

  • Reduced Downtime:

    Automated incident management reduced downtime by 30%, improving production efficiency and minimizing disruptions.

  • Improved Asset Management:

    Streamlined asset tracking and management, improving utilization and lifecycle management of critical equipment.

Business Outcomes

  • Comprehensive Assessment:

    Thorough assessment of the company's IT and operations processes, identifying areas for improvement and integration.

  • ServiceNow Configuration:

    Configuration of ServiceNow ITSM and Asset Management to automate incident and change management, leading to a 70% reduction in manual effort for IT tasks.

  • Production System Integration:

    The ServiceNow platform was integrated with the company's production systems to enhance operational visibility and improve production planning accuracy by 87%.

  • Customized Reporting and Analytics:

    Customized reporting and analytics track key performance indicators (KPIs) for IT and operations, reducing operational costs by 60%.
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