Case Study:
Royal Bank of Scotland

RBS elevates the banking experience for customers with ServiceNow

Royal Bank of Scotland maintains branches in Europe, North America, and Asia. By selecting ServiceNow IT Service Management to unify IT planning, delivery, and operations, the bank integrated 15 different data sources and automated service management—elevating employee and customer experiences.

Royal Bank of Scotland aims to be the top bank in customer service by 2020

More than 20 million customers around the world rely on Royal Bank of Scotland (RBS) to provide them with financial products and services they trust. With a focus on transforming customer experiences by 2020, RBS hopes to become the top bank in the United Kingdom for customer service, trust, and advocacy.

Technology will play a leading role in RBS’ journey by giving employees the tools they need to do business with colleagues, customers, and regulators as efficiently as possible.

First step is to reduce IT service management complexity to keep pace with growth

As a result of growth through acquisition, the bank’s 14,000 users utilized 13 different IT service management (ITSM) tools and multiple configuration management databases (CMDBs). This resulted in RBS spending too much administrative time on change management. Raising a change took an employee an average of seven hours using five or more different tools. The manual approval processes then caused further delays. Regulatory compliance was a challenge as well—with 56 controls monitored by regulators, the risk of service failures can be high for financial institutions like RBS.

“We needed the flexibility and speed to deliver incremental changes with contained risk and improve the way we deliver technology services to our businesses, enabling them to deliver the best service to our customers,” says Pete Coleman, Head of Service Delivery at Royal Bank of Scotland.

To achieve this, RBS needed to recreate its IT environment, which had become increasingly complex and difficult to manage following the bank’s rapid growth through acquisitions. Specifically, simplifying IT service management would help RBS deliver great customer experiences while reducing costs and meeting compliance requirements.

ServiceNow helps RBS lead the change to simpler IT and better customer service

“We needed a single integrated toolset to automate the delivery and control of incident, problem, change, and configuration management,” says Pete.

RBS chose the ServiceNow IT Service Management solution to unify IT planning, delivery, and operations. RBS partnered with ServiceNow Professional Services to assist with the implementation.

ServiceNow appealed to us because it is cloud-based and easy to use.

Pete Coleman - Head of Service Delivery, RBS

Pete continues, “ServiceNow gave us a sandbox environment to experiment with for six months before we actually signed the deal, so we were confident that the solution would meet our needs.”

With ServiceNow, RBS saves time and money, responds to customer demands faster, and improves employee morale

Success came quickly: within 10 months, RBS integrated ServiceNow with 15 data sources and delivered the solution to all 14,000 users. The average time to raise a change and incident improved by 76% and 60% respectively.

By automating more than 50% of the controls associated with critical IT processes, RBS saved the equivalent of 46,000 employee hours, as well as realizing savings by decommissioning 10 legacy systems. Most importantly, more than 75% of users say ServiceNow has improved their work day.

“The ServiceNow team listened well, gave us good direction, and helped drive quality and efficiency throughout the process,” says Pete. “The result was a successful and collaborative implementation.”

Source: ServiceNow, RBS elevates the banking experience for customers with ServiceNow

Case Study:
Veolia

Veolia aligns IT operations with global service strategy and business goals

Veolia provides water, waste, and energy management solutions designed to preserve scarce raw materials and contribute to the sustainable development of communities and industries. The company’s operations are focused around three core activities: developing access to resources, preserving available resources, and replenishing resources. Using the Now Platform® and ServiceNow® Performance Analytics, Veolia established a global centre of excellence to ensure a consistent, best practice approach to KPIs and performance measurement.

Resourcing the world through service innovation, Veolia puts the sustainable development of communities and industries first

Veolia’s global culture of innovation has long helped the company increase efficiency, both internally, and in collaboration with customers. However, the company’s growing global presence was beginning to pose a challenge. Each country had its own IT operation headed by a different CIO, which meant there were 45 approaches to IT service delivery, data input, performance measurement, and reporting.

Veolia re-engineers its global IT approach: Act, Plan, Check, Do

To address this challenge, Martin Black, Veolia’s Head of Centre of Excellence for ITSM, re-engineered the company’s approach to IT service management. The result was a new strategy: Act, Plan, Check, Do.

Veolia selected ServiceNow to provide a foundation for the new strategy, delivering consistency in the way Veolia’s 24/7 IT services are delivered and measured across 45 markets.

A dedicated team was formed—and, together with Rob Gwatkin, Senior ITSM Service Delivery Manager, and Prabjoth Saimbhi, Global Product Manager—a best practice IT service management foundation was created.

ServiceNow enables Veolia to align local IT operations to its global service strategy and business goals

“ServiceNow gave us a platform to align our local IT operations with our global services strategy and the goals of the business,” says Martin. Using the Now Platform, each country can see at-a-glance what requires immediate attention, the number of incidents, first contact resolution results, and opportunities for streamlining.

 

ServiceNow has enabled us to take a single group approach to managing KPIs across the world.

Prabjoth Saimbhi - Global ITSM Product Manager, Veolia

The platform handles an average of 15.5 million transactions every year, and is used by Veolia's country IT teams to support local operations, including agile IT development, self-service portals, IT support, and operations management. Since the ServiceNow deployment, Veolia has achieved a 47% improvement in service response times through real-time, queue management dashboards. Veolia creates a center of excellence to drive enterprise-wide best practices 

Veolia has formalized a global service approach by creating a center of excellence (CoE) to govern IT best practices. The CoE has put in place accurate service level agreements (SLAs) and key performance indicators (KPIs) worldwide, for a consistent, enterprise-wide approach. 

“Through ServiceNow, we’ve made IT a professional service—an accountable and measured part of the business,” explains Rob. “We now have a documented strategy for IT, with clear, repeatable processes and a focus on simplification, integration, and automation.”

As part of this strategy, a Group CIO Council was also created through which the company’s 45 regional CIOs discuss how to evolve the CoE framework, and control and govern any changes.

Veolia deploys ServiceNow Performance Analytics for a single view of global service performance

Global ITSM Product Manager Prabjoth Saimbhi says that although 45 countries supplied the same output to the central business, there was no single, global approach to operational analytics. Instead, each country team worked and interpreted data differently, which led to inaccurate measurement and reporting. He notes: “Benchmarking performance on a global scale was impossible.”

Under Prabjoth’s direction, the global IT Service Management team was tasked with formalizing and standardizing global KPIs for incident management, change management, request fulfilment, and problem management. Meanwhile, ServiceNow Performance Analytics was deployed to provide a single, global view of service performance and delivery against KPIs aligning with business goals.

“Globally, we now have a clear strategy and roadmap built on consistent KPI data that we can trust, thanks to ServiceNow,” says Prabjoth. “Our SLAs are relevant and realistic and—most importantly—interpreted and reported in the same way by every CIO and country team. That’s imperative for setting targets and focusing on continuous improvement.”

Holistic analytical approach results in more informed business decisions for Veolia

The new analytical approach delivered dramatic improvements in the performance management process for Veolia’s global ITSM team, and helped to accelerate reporting and process improvements. Because ServiceNow Performance Analytics is in-platform, decisions are based on accurate, consistent, actionable information. 

The single source of data and automation capabilities has rapidly accelerated reporting and process improvements.

“When I first joined Veolia, I spent three days a month putting together a service report just for the UK market,” says Prabjoth. “Imagine this process 45 times over. It was incredibly inefficient and inconsistent.”

Prabjoth’s team now has a holistic view of the business, allowing them to forecast efficiently and make more informed decisions. They have achieved three times faster service reviews, which has led to a 50% increase in employee satisfaction.

Veolia teams in 45 markets work toward common business goals for the first time, thanks to ServiceNow

Today, every country CIO at Veolia is empowered to input into the global ITSM operation and performance and measurement approach.

ServiceNow enabled the company to take a single group approach to managing KPIs across the world, while its dashboards led to the buy-in of ServiceNow Performance Analytics methodologies across the wider business.

“I now have 45 country CIOs who understand the value of ServiceNow Performance Analytics and are working towards common performance goals,” says Prabjoth. “The benefits of the Now Platform are being actively promoted by our Group CIO Council, representing a complete turnaround in the way they see service delivery.”   

Veolia is now looking to expand the Now Platform across its legal, HR, and finance departments in multiple countries to showcase performance-driven goals in a more efficient and streamlined way.

Source: ServiceNow,Veolia aligns IT operations with global service strategy and business goals

Case Study:
Affinity Water

Affinity Water is the largest water-only supplier in the UK. The company’s IT operation is responsible for delivering a range of IT services to 1,400 employees. Previously outsourced, the company initiated a bold move to bring all IT services and projects back in-house to kick-start its digital-first strategy. 

Ben Wilson, IT Services Manager, Affinity Water, explains: “We wanted to make a strategic move towards transforming the IT services function. This encompassed a variety of elements, including the development of new applications, accelerating our use of the cloud, and re-imagining the experience we created for our internal customers.” 

To initiate the digital-first strategy, 90 people joined Affinity Water’s IT department, covering the whole operation: architecture, service desk, service management, infrastructure, security, projects, and programme management. Yet, the radical move presented challenges. 

Ben explains: “We were essentially starting from scratch so we saw this as an enormous opportunity to vastly improve the systems to record assets and call logging information.”

With ServiceNow out-of-the-box functionality, Affinity Water brings outsourced IT services in-house and creates a single employee self-service portal 

Using ServiceNow out-of-the-box, Affinity Water launched a quick-start package for incident, problem, and change management, and within six months had transferred all responsibility from the incumbent outsourcer.

“Building our in-house operation from scratch seemed like a massive undertaking,” says Ben. “We had a new team and didn’t have the luxury of time, yet it was exciting. ServiceNow enabled us to develop workflows and incident scenarios while still being able to meet the day-to-day challenges of the business, taking an agile approach to service management development.”

ServiceNow has agility built in. We can get our ideas to market before others have even finished scoping them—and that’s incredibly exciting.

Ben Wilson - IT Services Manager, Affinity Water

Phase two of the initiative focused on request fulfilment through the launch of a new service portal, which Ben says: “truly opened the new interface between IT and the internal customer.” 

Ben’s team worked hard to bring the portal to life, creating 60 to 70 items in the self-service portal that enable employees to request anything from kit bundles and hardware to software applications and access rights. Every piece of information required by the IT service desk to action the request is captured in the portal, helping to ensure fast resolution. 

A focus on the user experience was essential, says Ben: “Rather than designing the portal for IT, we focused on creating a customer-focused service with simple workflows—a business portal to consume anything IT-related.” 

Within four weeks, approximately 40% of requests had shifted to the self-service portal, at which time Ben took the decision to turn off email requests. Today, 85% of requests come through the portal, which means 20,000 requests per year have been moved off email into the service portal.

Affinity Water expands its use of ServiceNow to customer service to help meet strict regulatory requirements and minimize the risk of fines

In recent years, significant market reform from UK industry regulator Ofwat led Affinity Water to split its wholesale and retail operations and run them as separate businesses. This presented a new opportunity to use ServiceNow. 

Ben says the restructuring created challenges, “Our wholesale team had to work with several new retail customers and needed a more efficient way to record their interactions. They needed a system to provide visibility of queues, including who was calling and the status of requests or problems.” 

ServiceNow Customer Service Management was used to create a seamless experience for retail customers.

Affinity Water’s wholesale department approached Ben and his team to find out more about how IT could improve its service to retail customers. Ben’s team worked closely with wholesale to deploy ServiceNow® Customer Service Management to create a seamless experience for retail customers. Information on every single Supply Point ID—which identifies the meter supplying each address—can be accessed on ServiceNow. This allowed the wholesale team to identify exactly which supply point the retailer was calling about, and expedite a resolution. 

“Our wholesale team has used this system to its full advantage. They are now pushing for the top spot on wholesale service delivery in the water industry and our IT department is delighted to have had the opportunity to help them achieve this,” adds Ben.

ServiceNow provides visibility into unplanned service disruptions and expedites restoration 

ServiceNow has also extended into Affinity Water’s Situational Awareness programme, forming the platform for a control hub to handle the communication and information flow for every planned and unplanned interruption. The hub is called the Customer Impact Tool.

Ben comments, “Incidents can happen at any time across our water network, through pipe failure or external damage. Either way, we have a duty to restore water within 12 hours. We are regulated on this and failure to comply can mean fines and rebates to customers that can be a significant cost to the business.” 

All communication has moved off email and into ServiceNow, where automated workflows provide timely alerts to stakeholders on what has happened, why it has happened, and what is being actioned. 

Manual monitoring has been replaced with dashboards displaying countdown clocks and the status of all disruptions so that informed decisions can be taken on where to apply resource and remediation. 

“We’re dealing with complicated scenarios and a ticking clock for resolving any interruption. Now, every executive, incident handler, customer service representative, and field engineer can view the dashboard and, with the right permissions in place, update jobs in real time. The consolidated tracking capabilities makes auditing straightforward for our regulation teams,” says Ben.

Affinity Water plans to increase its corporate agility in other areas of the business using ServiceNow 

The agile approach supported by ServiceNow enables the IT team to deliver value across Affinity Water by creating new features, applications, and instances on a single platform. Additional projects are already being discussed with Facilities and HR, while IT is exploring automation and machine learning, and is primed for a Customer Impact Tool part two.

“It’s easy to come up with an idea, but usually hard to make it happen. You need to plan, build, buy, and test. ServiceNow has agility built in. We can get our ideas to market before others have even finished scoping them—and that’s incredibly exciting,” says Ben. 

“ServiceNow is a significant win for Affinity Water. People across the business are experiencing first-hand what IT has achieved, and we’re doing some genuinely awesome work with the platform.”

Source: ServiceNow, Affinity Water creates a digital-first service experience and minimizes regulatory risk

Case Study:
Siemens

Siemens reaches business goals of automation and digitalisation with ServiceNow

Siemens has 6,500 IT people that support operations via IT service delivery for 377,000 employees worldwide. With ServiceNow and a well‑defined service integration and management (SIAM) model, Siemens established a single service integration platform to eliminate silos and remove the complexity of its multi‑supplier network.

Siemens reaches business goals of automation and digitalisation with ServiceNow

To support innovation, Siemens IT seeks end-to-end solution to manage its multi-provider network
Siemens is a global force for innovation in energy, automation, and digitalisation technologies—from smart grid systems to medical imaging devices. The company is committed to building on its strong history of innovation and is granted thousands of new patents every year.

The IT team of 6,500 people at Siemens plays an integral role in supporting the organisation’s operations across 10 divisions and 200 countries. Yet the team faced significant challenges due to the complexity of its approach, as Dr. Matthias Egelhaaf, Program Director at Siemens, explains: “We lacked end-to-end control in our multi-provider environment. We were managing our providers in siloes, using manual processes and different tools for each country and business unit.”

The result was a high degree of manual effort for both Siemens and its suppliers, and a lack of transparency. Capabilities of new suppliers couldn’t be leveraged quickly, delaying time to market for new services. Contracts were managed separately, and there was no unified interface for cross-provider service integration. In addition, being locked in with some suppliers caused unwanted dependencies.

In its ambition to drive digitalisation and automation throughout its operation, Siemens also wanted to significantly improve the delivery of end-user related services.

Siemens uses ServiceNow to integrate a complex supplier network, speeding time to market for global IT services and cutting costs

Siemens is using ServiceNow to move to a service integration and management (SIAM) framework, establishing a single service integration platform to eliminate silos, remove the complexity of its multi-supplier network, and deliver end-to-end visibility and reporting.

“ServiceNow gave us a cloud-based integration layer to support the digitalisation of our company. This industry-standard platform allowed us to consolidate legacy platforms and reduce our reliance on point solutions, significantly improving efficiency,” says Dr. Egelhaaf.

Siemens has shut down multiple IT service management tools and consolidated IT Infrastructure services as well as applications (600+ resolver groups) onto a single platform for incident and problem management. This has fundamentally changed how the company delivers IT services and collaborates with its providers.

According to Dr. Egelhaaf, “To roll out a new global IT service in the IT infrastructure area, we just have to use one tool set instead of 15, resulting in much faster time to market cycles for global IT services. 

We have redefined the way we work with our suppliers, driving the quality of service up, while bringing down our costs.

Dr. Matthias Egelhaaf - Program Director, Siemens

Dr. Egelhaaf continues, “Fully automated interfaces also allow us to easily plug in and out new providers.”

There are benefits for Siemens’ providers too. “We are extending rich automation capabilities to our providers, enabling them to remove manual fulfillment and driving a win-win situation,” says Dr. Egelhaaf.

Self-service destination from ServiceNow gives Siemens global employees a one-stop-shop for IT services and streamlines onboarding processes

Siemens’ new myIT is a self-service destination for its employees. As a onestop-shop for IT products and services, myIT allows 300,000+ employees to order and manage IT products and services and submit help desk tickets via one easy-to-use interface. Before, employees had to know how to approach a request and follow the right sequence—for example, requesting a smartphone before requesting a SIM.

Employees were only successful in setting up their IT if they knew who to ask. “Depending on what organisation you belonged to, the department you worked for, or even where you sat, the process for requesting new hardware or software was completely different,” says Dr. Egelhaaf. Now, all workflows are built into the service platform, with a consistent approach for every user.

Onboarding is also a dramatically improved experience. Every month, myIT drives the onboarding of 1,000+ employees and 100 to 200 employee transfers between countries and business divisions.

“We have transformed a highly frustrating and lengthy process into a fast, highly satisfying experience for our employees,” says Dr. Egelhaaf. “New hires or employees transferring to another division or country had to wait weeks before they could start work and now they are up and running in a couple of days. It’s a big win from a productivity perspective.”

IT aligns with Siemens’ business objectives to digitise and automate and reaches 98% automation with ServiceNow

Based on its success in consolidating and managing IT services, Dr. Egelhaaf is keen to explore new ways to add value to the business, saying: “There’s so much more we can do with ServiceNow to increase business velocity beyond IT.”

One such area involves opening up the Now Platform® to run more business oriented applications, bringing external customers closer to Siemens with self-service solutions. “The volume of requests won’t be huge, but the value we will generate through this approach will be extremely high,” says Dr. Egelhaaf.

Fundamentally, Siemens has engineered a change in IT service delivery that aligns IT operations with its business vision.

"The organisation’s goals of digitalisation and automation are natural fits for IT,” concludes Dr. Egelhaaf. “ServiceNow is our speed dial for digitalisation, and already 98% of transactions are automated. IT is a valued partner to the business, recognized for its ability to drive transformation."

Source: ServiceNow, Siemens reaches business goals of automation and digitalisation with ServiceNow

Case Study:
University of Birmingham

The HR department at the University of Birmingham was faced with the urgent requirement to radically streamline their HR processes, improve management reporting and provide a more effective service to their staff, following the centralization of the recruitment and transactional teams.

The Problem

The University HR department was managing high volumes of data in an unstructured way. The newly centralized function was under pressure to better process, track and manage data across multiple channels. The HR requirement was twofold; for a new platform capable of underpinning a best-practice approach, and for a partner with strong HR expertise capable of consulting on and implementing a solution within a relatively short 3-month timeframe.

The market-leading ServiceNow platform was quickly identified as having unique benefits in terms of cost-effectiveness and the scalability of Software as a Service (SaaS). Unlike many solutions in the market, the ServiceNow HR solution wouldn’t replace existing systems but complement them.

Specifically, it would provide the University of Birmingham HR department with the capability to:

  • Centrally manage, measure, track and report on both employee and external interactions with HR
  • Deliver more effective HR services to improve their employer and employee experiences

These benefits, alongside a compelling ROI business case, meant ServiceNow HR was quickly identified as the most suitable technology and platform to adopt. This decision was also bolstered by the existing use of ServiceNow by the University of Birmingham for their IT Service Management solution.

Given the demanding timeframes and strategic importance of the project, a partner with strong consultative capabilities across both ServiceNow and HR was required. With a strong reputation across both, Engage ESM was selected to lead the project and implement the ServiceNow HR solution.

After evaluating the University’s existing HR processes and priorities, Engage ESM adopted a bestpractice approach. The recommended Engage ESM HR Service Management (HRSM) Jumpstart solution was based on proven HR frameworks and utilized existing blueprints to minimise time-to-value and maximize cost-effectiveness.

Leveraging agile methodologies, Engage ESM HRSM JumpStart was quickly implemented within an 8-week time frame.

Engage ESM and their HRSM Jumpstart solution for ServiceNow has been transformational. HR in the University of Birmingham is now far less reactive. HR processes are more operationally efficient which in turn means more time is freed up to add more value and contribute more strategically.

Geeta Parashar, HR Project and Systems Manager, University of Birmingham

Results

The impact of the Engage ESM HR Jumpstart solution has been transformational for the University of Birmingham. Almost immediately, the University HR department gained a real and measurable improvement in the sophistication of their processes and reporting.

This has meant significant changes for the HR team as previously manual processes such as tracking, and logging enquires are now fully automated. The University can now easily audit, track and report on all cases and with this better visibility they are now able to deliver a higher level of service. Following the success of the ServiceNow HR implementation, the University of Birmingham continues to look at more ways to leverage the platform.

Quick Facts

Having gained an initial understanding of the technical challenges and the desired business outcomes, Engage ESM made recommendations and provided:

  • 25,241 HR cases have been processed (as at 19/06/2018)
  • 100% of work is allocated to a named contact within 1 day
  • Over 80% of work is completed within the SLA for the size of work
  • Over 90% of offers sent within 3 working days
  • Over 95% of posts advertised within the allocated SLA
  • Ability to track, audit and report cases 

Features

  • Critical enabler of a centralized HR service
  • Supporting the day to day management of our operational work
  • Providing visibility and assurance to our customers
  • Enables a continuity of service and then ensure fair and consistent workloads for the team
  • Enables us to see our performance in real time and respond appropriately rather than react to problems
  • Will enable us to develop SLA’s and manage expectations
  • More secure than email

Case Study:
NHS Blood and Transplant

NHS Blood and Transplant (NHSBT) has been responsible for NHS organ donation in the UK and blood donation in England since 2005. The goal of the NHSBT is to save and improve lives, and its key measures are defined through patient outcomes and effective resourcing. What really sets NHSBT apart is their renowned clinical expertise, world-class research and innovation.

Challenges

NHSBT had previously implemented ServiceNow to support more than 5,000 staff based across the UK, this resulted in a more consolidated and effective HR and IT system. Before using ServiceNow, NHSBT were using a Service Desk specific tool that was not suitable for business areas such as HR and Finance, who remained heavily reliant on manual processes and simple tools such as Excel and email. With ServiceNow, staff were able to access information faster, automate processes and take more of a self-service approach. This results in faster and more effective support for clinical and non-clinical staff across the organization.

However, having moved to the ServiceNow platform, NHSBT realized that it required extra help to maximize the potential benefits. More recently this was focused on a requirement to upgrade to the latest version of ServiceNow. Upgrading would enable the latest enhancements to be used, driving value from their investment, as well as ensuring their ServiceNow environment would remain fully supported.

Historically, one of their main challenges had been to internally resource ServiceNow specialists and faced with the demands of an upgrade they quickly found the need to bring in external ServiceNow expertise. They wanted an experienced ServiceNow partner to consult, make recommendations and help implement.

For NHS Blood and Transplant, the upgrade to the latest version of ServiceNow was absolutely critical. But we lacked the internal ServiceNow expertise necessary for such an undertaking. Engage ESM brought the thought-leadership as well as passion and commitment needed to make a real success of the upgrade project.

Wendy Dewey, IT Service Manager at NHS Blood and Transplant

Objective

The requirement was to consult with NHSBT on upgrading their ServiceNow environment, including the provision of dedicated support and consultants as required. Through an initial upgrade consultation, Engage ESM helped secure buy-in and involvement from key business stakeholders at NHSBT.

Solution

Having gained an initial understanding of the technical challenges and the desired business outcomes, Engage ESM made recommendations and provided:

  • Leadership sessions that provided guidance on upgrade best-practice frameworks and methodologies
  • Strategic guidance that helped inform and transform their upgrade approach
  • Comprehensive upgrade support that helped admins and testers from NHSBT adopt new ways of working, including a new and improved approach to the testing process
  • Dedicated consultants and resources for the duration of the ServiceNow upgrade

Engage ESM provided the advice and guidance required to help change mindsets within NHSBT and remove preconceptions that an upgrade might result in unexpected complications. Following Engage ESM’s new approach to the full testing and upgrade process, the upgrade was completed within the agreed schedule, with minimum defects reported. A key benefit was the reduction in testing time; in previous upgrades this took 12 weeks, and the team helped reduce this to just 3 weeks. 

Results

NHSBT now have ServiceNow on a supported instance and have the reassurance that future upgrades and changes to their environment will be supported and implemented correctly. Through the ongoing relationship between NHSBT and Engage ESM, buy-in for ServiceNow has improved across the organization and there is now a defined process in place for future ServiceNow releases.

Case Study:
Global Investment Bank

The customer, a Global Investment Bank, draws on its substantial heritage to serve private, institutional and corporate clients worldwide, as well as retail clients. They combine their wealth management, investment banking and asset management businesses to deliver superior financial solutions.

They have offices in more than 50 countries, including all major financial centres, and employ approximately 65,000 people.

The operational structure of the Group comprises the Corporate Centre and five business divisions.

What was needed

The customer recognised that there were a number of inefficiencies in the processes they used to support all types of HR requests. There were many different supporting technologies across all geographies, all of which were very costly to maintain. A large proportion of the supporting processes were heavily dependent on human intervention. This caused unpredictable and costly delays to the simplest of HR requests. Working closely with the customer we identified a number of priority areas:

  • Users needed different levels of HR advice and service
  • Senior executives needed strategic perspective and advice
  • Line managers sought effective people management support
  • All employees wanted simple, easy access to information and service
  • Replace existing fragmented service model did not allow HR to service the business effectively
  • Reduce high operating costs and improve inefficient processes

How we tackled it

Support processes were standardised and often simplified to make the experience better for all. ServiceNow was flexible enough to handle local variations, that were usually driven by legislation in a given region. Automation of key steps in processes was important to success and helped to speed up lead time for requests. The underlying operating cost model was greatly reduced and a significant proportion of the staff were redeployed to other areas.

The platform was deployed within seven months, including testing and user integration. It was custom-designed for seven interfaces: Security, Telephony, Document Management, Document Creation, Reference Management, Business Objects and HR suite. The deployment was in four languages (English, French, German and Italian), with further plans for Mandarin and Japanese. The number of internal HR customers of the investment bank reached 65,000, all with access to the ServiceNow HR Case Management platform with differing permission levels.

Following a defined roadmap, the roll-out was carried out in 3 stages, CH, UK, then US and Asia together.

Business outcomes

The new change process improved customer satisfaction, and delivered easily measurable KPIs for the business (such as case management SLAs). Progress can be tracked, and users are able to check and amend their details and queries all in one interface. These functions include employee workforce administration, queries and issues, knowledge and document management and a service desk. Further to this:

  • Services currently provided by HR Managers covered through online facilities
  • Online capabilities provide increased availability with faster and easier access to HR knowledge and support
  • Cost base reduced
  • Increased customer satisfaction
  • Confidential Documents stored electronically
  • Operations and workflows could be tracked
  • Self Service for users

Get in touch

ServiceNow for HR Case Management is seen as a significant accomplishment within the bank. To learn more and see how we can help you, just drop us a line or call us on 0800 783 3040.

Case Study:
PA Consulting

PA Consulting is a consulting, technology and innovation firm with a 70-year pedigree. Established in 1943, its founding aim has been to achieve exceptional results that have a lasting impact on clients, communities and individuals. This ethos underpins everything it does and drives the company forward to create new and demand-driven services.

The challenge

PA Consulting has built a global reputation on solving a wide range of challenges for its clients. These include the implementation of a raft of new digital services, including ServiceNow, and more and more clients have asked PA Consulting to support its ongoing IT management. The challenge was to turn an internal expertise into a global service capability and find a cost-effective way to support the best of ServiceNow without costing clients and the company too much money.

What we did and what was achieved?

Engage ESM worked together with PA Consulting to analyse and upgrade the existing platform rather than an expensive rip and replace.  Elements of ServiceNow were customised and all knowledge was transferred to PA Consulting’s dedicated service team.  This has enabled rapid onboarding of new and existing clients onto the new platform, from a low-risk investment in a new service line that is already meeting high demand from clients.

"For one of our clients we have cut costs by 50% over 2 years"

James Mucklow, Member of PA's Management Group, PA Consulting

Why we worked with Engage ESM

We used Engage ESM because they are specialist in ServiceNow and we needed that capability to upgrade and add extra features and capabilities.  We always look at the value we can add to a client and understand their business problems.  Engage ESM took the same approach to us, so they were able to look at what we wanted, bring their specialist ServiceNow skills, and make the improvements that we needed for our business.

“What was really good was that Engage ESM has helped my ServiceNow expert get even better. They added value to the platform and to our ongoing consulting business.”

James Buss, IT Service Manager, PA Consulting

Case Study:
Financial Services Organization

A global banking and insurance organisation based in the UK with service offerings ranging from business banking, private banking, insurance and corporate finance reached out to Engage ESM to assist with their digital transformation journey. The organisation also has offices in various continents including Europe, North America and Asia as well as over 20 million customers worldwide.

The Problem

The bank was under pressure to mitigate risks and deliver world-class customer service. Due to business change and a history of growth by acquisition, the bank recognised that their IT environment was becoming increasingly difficult to manage and needed a Service Management transformation program that would align to the 2020 vision of the bank. With an urgent requirement to simplify their IT service management (ITSM) tools and processes, they responded by choosing ServiceNow as their solution.

A key driver behind the project was for technology services to deliver both better business outcomes and to mitigate financial risk for the bank. To this end, Engage ESM was selected to deliver technical expertise and make strategic recommendations for the integration project.

We needed the flexibility and speed to deliver incremental changes with contained risk and improve the way we deliver technology services to our businesses.

Head of Service Delivery at Global Banking Corporation

The Solution

After evaluation of the bank’s IT environment, unnecessary and time consuming processes were streamlined through better automation and integrated toolsets. To mitigate critical systems risks during integration, a team of Engage ESM experts and developers were introduced on-site to ensure support was available 24/7 for both staff and employees.

The integration with ServiceNow was delivered to all 14,000 users within 10 months and has been classed as a success by the bank. Following this, Engage ESM put in place an enhanced support model which is completely customised to the bank’s specific organisational requirements.

Business Outcomes

By adopting ServiceNow and overhauling legacy systems and processes, the bank has significantly reduced the time to raise changes and incidents, as well as automate more than half of the controls associated with IT Critical Processes.

As a direct result of the project the bank is now saving 46,000 man hours per month and furthermore has reduced risks, improved forward planning and conflict management, and more than 75% of users say ServiceNow has improved their working day.

Engage ESM staff delivered the whole package, not just technical expertise and experience, but process consulting, comms and adoption, solutions architecture, business analysis and stakeholder management.

Following the success of adopting ServiceNow as their ITSM solution, the organisation is now examining how they can further benefit from ServiceNow across other areas of the enterprise, from HR to Security Operations.

Success in Figures

  • 46,000 man hours per month saved
  • 76% improvement in average time to raise a change
  • 60% improvement in average time to raise an incident
  • Savings to be made by the decommission of 10 legacy systems
  • More than 50% of the controls associated with IT Critical Processes automated
  • 80% of users say that ServiceNow is easy to use and more than 75% say it has improved their working day

Get in touch

To learn more just drop us a line or call us on +44 (0) 1753 513 903.

Case Study:
Betfair

Betfair Group plc is the world's largest internet betting exchange.  Today Betfair runs under three separate business units who run the Exchange, Sports and Gaming products.

The challenge

Betfair were looking to maximise our investment in the Service Management platform. We had invested in the service management platform and completed the initial implementation. A number of benefits were identified and around cost reduction and improved efficiencies.  We were keen to increase adoption of the technology and drive these benefits in other parts of the business, such as Facilities, Governance, Risk & Compliance, Promotions, DevOps and Business Intelligence.  


What we did and what was achieved?

 
We worked with Engage ESM to define a roadmap that made sense to our business, addressing immediate, high impact tasks quickly such as migrating legacy ticketing system to the new platform and removing technical debt.  The agile approach from Innovise gave us the ability to change our environment, and to continue to change it, to respond to business in very short timeframes.

The Engage ESM roadmap drove forward a programme of business transformation, utilising a comms and adoption strategy to ensure the business buy-in to Enterprise Service Management that would benefit the entire organisation.


Why we worked with Engage ESM

After going through a tender process we selected Engage ESM as a partner of choice in due to their innovative approach and reputation as a company that delivers quality.  It was important to us that we could move quickly and deliver back to the business within the agreed timelines.  Engage ESM understood this and worked to provide a flexible approach that fitted in with our overall plan to improve the adoption and value of the platform.

Engage ESM staff delivered the whole package, not just technical expertise and experience, but process consulting, comms and adoption, solutions architecture, business analysis and stakeholder management.  


Get in touch

To learn more just drop us a line or call us on 0800 783 3040.

Case Study:
EMI Music Publishing

EMI Music Publishing represents the single largest popular music catalogue in the world, containing well over a million songs. They were named Billboard’s Publisher of the Year for the last twelve years in the United States, and Music Week’s Publisher of the Year in the UK for another two years on top of that.

This case demonstrates how the flexibility and speed of deployment inherent within cloud based Service Management applications, such as ServiceNow, opens up new opportunities for IT to support organisational change and innovation.

 

There is no doubt that ServiceNow has been a great tool for EMI, helping us improve service levels and productivity. However, the benefits were only realised thanks to the ability of the Engage ESM consultants to quickly assimilate and grasp our requirements and turn them into practical business solutions.

Martin King, Services Manager, Global Services, EMI

What was needed

Royalties from airplay, merchandise and licencing is at the very core of the EMI business. However, each EMI office throughout the globe had their own request management system and processes to deal with any contract, enquiry or query that arose in relation to royalties.

This meant there was a lack of visibility in terms of service metrics, an unsustainable cost base and inconsistent service delivery leading to a different customer experience at each office contacted. All of these factors were providing a barrier to future growth and preventing the business form exploiting additional revenue opportunities.

EMI needed the whole process standardised and centralised if they were to be able to deal efficiently and cost effectively with the increasing number of requests.

“Various different systems and processes had been implemented regionally as the company has grown. We identified a need to streamline these processes to ensure the business could move forward at the pace our plans required.” commented Martin King, Services Manager for Global Services.

How we tacked it

Traditionally IT Service Management systems have been used to streamline the IT helpdesk. However, the nature of EMI’s requirement for a system to track, allocate and remedy issues to do with royalties – meant an ITSM system was the ideal solution. EMI approached Engage ESM who recommended a ServiceNow system.

ServiceNow functionality is deployed in two layers – a core platform and a customisable application suite. the Engage ESM team were able to tailor the application layer to provide a customised service management application without jeopardising the integrity of the underlying core platform. This also ensured that the system is extensible and able to cope with future upgrade needs.

An initial pilot solution which was refined through a number of iterations until a final build was completed. This process also included initial on-site training from the Engage ESM Training team.

Business outcomes

After EMI went live, within days they were comfortably managing the equivalent of 1000 transactions per month.The ServiceNow system provided greater visibility with additional reporting and management information, offering a depth and breadth of reporting that had been unimaginable before the deployment.

Following deployment they have a new level of clarity within the business, and any requests for information are dealt with quickly and easily. The centralised system enables EMI to improve customer service levels and provide a consistent experience using fewer resources throughout the global operation.

EMI are now looking to extend the functionality into the Finance and Core areas of the business. After successful deployment of ServiceNow, Engage ESM are delighted to be working with EMI on this project.

Get in touch

To learn more just drop us a line or call us on +44 (0) 1753 513 903.

Case Study:
Financial Services

Summary of Proof of Concept Delivery

The prospect had been using a script based orchestration solution with limited success. The value of agnostic multi-cloud orchestration together with full governance of Shadow IT drives the value of the engagement.

EMEAR: UK

Sector: Finance
Number of Employees: 7,000
Number of Data Centers: 4 currently (consolidating to 3)
Number of Servers: 512 end state at 5 years
Server Platform(s): Linux, Windows, VMware
Networking: ACI
Storage: Netapp
ACI Customer Yes (to be implemented)
Sponsor: Global Head of Infrastructure
Business Driver: Reduced cost with increased governance
IT Initiative: IaaS, Migration Services and Managed Service
PoC: Customer SaaS
Timing: December 2016

Success Criteria

  • Model Customer Application (Blockchain and Hadoop based MapR, underlying infrastructure and networking)
  • Deploy to both AWS, Azure & Google with single application profile
  • ServiceNow Integration for request and CMDB update
  • Show charge back reporting

Case Study:
Global Banking Corporation

Headquartered in London and one of the largest banking and financial services organisations in the world. Their international network comprises around 7,200 offices in over 80 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa. With listings on the London, Hong Kong, New York, Paris and Bermuda stock exchanges.

They provide a comprehensive range of financial services to nearly 90 million customers through Retail Banking, Commercial Banking and Global Banking.

The IT department maintains and operates the network infrastructure across Europe. They have invested in a new Data Centre and need to ensure that secure remote access connectivity is migrated successfully from the old Data Centre.

“Given the fact that DCM has been a significant challenge and drain on our resource (here’s where I add my thanks to our Engage ESM resources), it’s incredible that we have also delivered significant projects, infrastructures as well as cost savings initiatives.”

Senior Manager, Global Banking Corporation

What was needed

Migration of over 1000 IT services from existing to new Data Centres in the UK over a period of 14 months. Migration of internet facing banking services and other remote access connectivity to the new Data Centre. Ensure that all IP addresses and Domain Name System (DNS) connectivity remained post Data Centre migration.

Firewall, load balancing and routing connectivity should be maintained to all services during the migrations. The solution should involve minimum cost, utilising existing equipment wherever possible. DNS should be correctly managed and updated successfully for all contingency, development, UAT and production services. There should be minimum impact and disruption to business critical activities, increased automation, reduced administrative time and a reduction in IP licence costs.

How we tackled it

Engage ESM provided expertise to plan, implement and test the migration of external services, including migration of DNS, and also additional resource to maintain the progress of new and existing projects.

Engage ESM was able to provide resource at appropriate levels of expertise, thus delivering cost efficiency to the bank whilst maintaining a full service to its customers. Our approach included:

  • A dedicated team that would be responsible for the planning and support of over 55 weekly migration cycles managed by each individual
  • To “lift and shift” existing physical hardware such as servers, to a new network infrastructure, with appropriate configuration changes at the time of each migration
  • Use of IP management software, scripting using VBA with Excel and Perl, allowing querying and updating of the DNS database to be automated

Business outcomes

Migration costs were minimised by efficient use of resources, and downtime minimised with careful planning of migrations. Many UK and global services (hosted in UK) were migrated with no downtime to customers.

The solution allowed for automation of bulk DNS changes (although a partially automated solution was adopted, requiring user intervention to reduce the levels of risk) resulting in decreased execution time; 1500 DNS changes could be carried out in under 90 minutes (to deploy and push out to all the DNS servers) which manually could take up to one minute per item (approx 25 hours).

Full visibility of DNS changes post migration could be seen for verification purposes. Reduction in downtime (where servers are inaccessible using DNS) allows for OAT to be carried out quicker. DNS entries that are no longer being referenced are identified, allowing them to be demised reducing the business incurring unnecessary licensing costs.

“Engage ESM have provided consultancy working with the DNS team carrying out over 40,000 DNS changes often at times outside of normal hours offering continual support. This has resulted assisting with the successful migration of around 4,000 physical and 5,600 logical servers, without any DNS connectivity problems post migration.

Get in touch

To learn more just drop us a line or call us on 0800 783 3040.

Case Study:
Government

Summary of Proof of Concept Delivery

The prospect had been using a script based orchestration solution with limited success. The value of agnostic multi-cloud orchestration together with full governance of Shadow IT drives the value of the engagement.

EMEAR: UK

Customer is a significant government department

Customer Segment: Government
Number of Data Centers: 4
ACI Customer: No
Sponsor: CIO following EBC visit
Business driver: Reduced cost with increased governance
IT Initiative: Commoditisation of Cloud
PoC: Customer SaaS (AWS and Azure)
Timing: October 2016

Success Criteria

• Model customer application and underlying infrastructure and networking
• Deploy to both AWS and Azure with single application profile
• Show full multi-tenancy
• Show charge back reporting CloudCenter

Case Study:
International Healthcare Group

A leading international healthcare group, they run care homes, health centres, dental centres and hospitals, offer personal and company health insurance and provide home healthcare, workplace health services, health assessments and chronic disease management services including health coaching.

They are committed to making quality healthcare, focused on the patients needs, more affordable and accessible in the areas of wellness, chronic disease management and ageing.

We really learnt a lot from the consultants that we dealt with. The way they would ‘think outside the box’ gave us some real food for thought about how we should think about future developments. We now challenge ourselves more as to what we can achieve in-house and look forward to Engage ESM helping us deliver further deployments in the future.

Senior Technical Management Lead, International Healthcare Group

What was needed

The customer has a commitment to constant improvement, and as a result of this they have been looking into automation as a way of raising their game.

The objective of the project was to automate all tasks that the security department usually undertook, with the goal of providing a better lead time for their internal customers and reducing the workload of Service Securities.

This project covered 8,000-10,000 users who have active directory accounts and 30,000 potential users, mainly based in the UK.

The main aim was to automate onboarding, to less than an day whereas it had previously taken several days. It was also hoped that the time taken to complete other tasks would be considerably reduced.

How we tackled it

Engage ESM suggested the ServiceNow Automation platform as a solution, as it was flexible but also scalable enough to allow for any future needs.

The customer recognised the areas that needed to be included in the project had already identified the list of tasks that needed to be automated by the solution.

The timescales for implementation were very challenging, with only 42 days from design to deployment. Engage ESM used a very agile approach to project delivery so were able to deliver on time and in budget.

Business outcomes

Through automation and improved process, the department is now far more productive. Most importantly, the focus has switched from an administrative one, to creating value for the organisation. Improvements in efficiency include:

  • Analysis of the solution identified 2499 requests that previous would have taken 5 days and had now been done in an hour.
  • The solution also allowed administrators to set up accounts and add the accounts to groups, in minutes that had previously taken up to an hour
  • The automation of more basic tasks released the administrators to enable them to work on more interesting projects and increase staff satisfaction
  • The team are able to deliver a consistent service to every customer as they are no longer needing to work round special arrangements

Get in touch

Following the initial engagement, we worked with the customer to create a roadmap to improve efficiencies across their organisation. Find out what we can do for you.To learn more just drop us a line or call us on 0800 783 3040.

Case Study:
Invensys

Invensys is a global technology group supplying solutions, software, services and equipment to monitor, control and automate processes in a wide range of environments and across almost every sector.

Invensys develops and applies advanced technologies that enable the world’s manufacturing and energy-generating facilities, mainline and mass transit rail networks, and appliances to operate safely and in an energy-efficient manner.

6 months on from our initial engagement with Engage ESM we have added significant value to our ServiceNow system. Through enabling our internal customers to request services online and then streamlining the backend processes we have been able to release valuable skilled resources to focus more appropriate projects and enable us to be more responsive. From a business perspective it has significantly enhanced our ability to deliver services more efficiently, demonstrate more value to the business and raise our profile.

Richard Strange, Invensys

What was needed

The Global Infrastructure Services Group within Invensys provides core services to the group of companies covering 4 main divisions, 250 offices globally and 20,000 employees.

In order to reduce costs and improve overall efficiency the global infrastructure organisation has undertaken a significant programme of global consolidation, cost reduction and change. To support this programme and provide a more consistent approach to the delivery of IT services Invensys invested in a new service management platform based on ServiceNow.

Having successfully implemented the core service desk functionality, Invensys wanted to generate more value from their ServiceNow implementation to further reduce costs and improve service levels to the business.

The first identified project was to provide a self-service capability that would enable internal customers to order specific IT services online. This would then be used to drive a semi-automated fulfilment process.

Initially there were 6 core services that were most frequently requested and whose fulfilment could be streamlined all the way to provisioning. E.g. the provisioning for a new starter.

The challenge was to streamline these 6 key services through building, testing and deploying a new service in three weeks.

Selecting a partner

ServiceNow provided Invensys with a list of possible service providers and Engage ESM were selected.

Richard Strange commented “All three potential partners appeared to have the skills, however the Engage ESM team demonstrated an ability to quickly assimilate our requirements and respond. For example, within days of first meeting, and without being prompted, Engage ESM had produced a prototype online catalogue that helped us understand and visualise how it would work.”

A key requirement, in addition to timescale, was to design the system with the flexibility to accommodate a varied range of potential processes and catalogue items in the future. In addition Invensys wanted to be self-sufficient in the update for these new items, so that they didn’t need to rely on external support.

20 days after the initial pilot visual, the Engage ESM experts had consulted, designed, built, tested and deployed a working system that met the requirements as well as supporting a streamline workflow process.

The initial 6 self-service offerings were quickly extended to 15 and Invensys are now planning to increase this number to 30 to include employee management and desktop services.

How we tackled it

Following the successful implementation of the self-service catalogue attention was moved to the requirements in Asset Management.

Despite several attempts to do this, Invensys had no central library of installed asset information with each region recording asset details differently. As a consequence the business was exposed to risk in a number of areas. First they didn’t know accurately how compliant they were with regard to software licences or version levels. Secondly they were unsure of the implications and interdependencies when undertaking any change or provisioning programme. Without having a central system the IT organisation had to undertake a very costly and time consuming manual audit every 6 months.

Again Invensys looked to see if the ServiceNow system could provide the means of both discovering what assets were in use and then recording new assets as part of an on-going process.

Engage ESM kicked off the process with a number of workshops to review the how far the out of the box functionality within ServiceNow met the requirement. Then following on from this a development roadmap and scope of work for phase one was created and agreed.

Business outcomes

Using the ServiceNow discovery application Invensys located recorded details of all the installed assets across 9 data centres.

Engage ESM then worked with the team to develop an asset management process to manage the information the discovery tool provided. Through using ServiceNow all the data could be managed in one place in a consistent format from procurement through to retirement. As a result integration costs have been significantly reduced.

Get in touch

To learn more just drop us a line or call us on 0800 783 3040.

Case Study:
IT Infrastructure Organization

Summary of Proof of Concept Delivery

The prospect was keen to gain visibility and governance of their shadow IT. This and the ability to model a business service once and then deploy into many potential cloud providers were all key considerations in driving the value of the engagement.

EMEAR: Sweden

Customer is a Nordic IT infrastructure company

Customer Segment: MSP
Number of Employees: 6,800+
Number of Data Centers: 17
ACI Customer: Yes
Sponsor: Group CTO
Business driver: Reduced time to market
IT Initiative: Multi-cloud agility and
reduce deployment time by 75%
PoC: Engage ESM SaaS
Timing: October 2016

Success Criteria

  • Model Microsoft Contoso University Application and underlying infrastructure and networking
  • Deploy to both AWS and Azure with single application profile
  • Show full multi-tenancy
  • Show charge back reporting
  • Demonstrate ServiceNow Integration

Contact Us

To find out more contact Andy Fleck, Head of Cloud Management on 0800 783 3040.

Case Study:
TNT Express

TNT Express is an international delivery services company that operates globally and delivers documents, parcels and pieces of freight to over 200 countries.

The challenge

TNT chose to create a multi-sourced ecosystem aligned around service towers to create a competitive environment amongst providers.  They looked to integrate and manage the service towers to deliver the cost saving, simplification and service improvement benefits.

What we did and what was achieved?

  • 2 technical integrations of service providers
  • A data model to relfect the new SIAM Architecture
  • A sophisticated SLA/OLA engine
  • A set of performance analytics dashboards

And adoption of Agile development processes allowed TNT to complete deliverables in a very aggressive project timeline and on budget.

Why we worked with Engage ESM

Engage ESM's highly skilled and experienced team understood TNT’s requirements.  They offered an agile and flexible approach and proved themselves to be a true ‘partner’ being that ‘critical friend’, ensuring that we delivered a quality solution. We couldn’t have done it without them!

Get in touch

To learn more just drop us a line or call us on 0800 783 3040.

Case Study:
Virgin Media Business

Virgin Media Business has the UK’s only nationwide fibre optic network, carrying 35 per cent of all business broadband traffic. Already able to reach 85 per cent of businesses in the UK, Virgin Media Business has the ability to connect to all organisations. The largest business-to-business brand in the Virgin group, it prides itself on delivering innovative, high quality solutions that break down the barriers facing UK businesses today.

Staff are located at around 40 offices across the country, meaning that Virgin Media Business really is closer to its customers. Organisations working with Virgin Media Business include London City Airport, Nottingham Building Society, Arqiva, Hampshire and Isle of Wight Partnership and South West Water.

We now have the right platform that enables us to continuously improve the service that we offer to our customers. We have seen dramatic improvements in visibility, performance and availability. From a business point of view this has helped us increase the capacity to take-on new customers and will enable us to grow without significant operational cost.

Martin Singer, Virgin Media Business

What was needed

Virgin Media Business have ambitious plans for growth; in order to achieve this, the network operations team needed to streamline the whole operation of taking on a new customer to provide a more effective service to customers as well as to reduce cost.

The desire was to remove bottlenecks while freeing up skilled employees to contribute more rewarding and valuable work to the business.

Martin Singer noted “HP introduced us to Engage ESM who have proved to be excellent service providers. Whilst the people who we work with at Engage ESM clearly demonstrate great individual skill and experience we have also benefited greatly from the collective experience. This wider group of consultants and technical engineers has been a great source of knowledge and skill especially when integrating between a number of different service management systems.”

How we tackled it

Working closely with all the key stakeholders, the staged approach of design, build, configure and test was closely tailored to Virgin Media Business’ requirements. The implementation was completed on time and on budget and from the initial concept took 20 weeks to complete.

Business outcomes

As a consequence Virgin Media Business now have a streamlined and automated process for the take-on of new customers that has eliminated bottlenecks and manual processes. In addition to the initial take-on process, there is now an integrated Network Management System to identify issues earlier and manage network performance.

Get in touch

We can help you achieve more from your business - talk to us today and see how. To learn more just drop us a line or call us on 0800 783 3040.

Case Study:
William Hill

William Hill is the UK’s leading bookmaker and one of the most recognised and trusted brands in the gambling industry, providing gaming and betting services across multiple channels: online, on the high street, on the phone and on the move. They have been listed on the London Stock Exchange since 2002 and employ over 15,000 people in the UK, Ireland, Israel and Bulgaria.

Their aim is to give their customers what they want, when they want it, where they want it. Well-known for their 75-year sports-betting heritage, they also offer a full range of online and telephone gaming products. In order to meet the changing demands of their diverse customer base they are continuously evolving their product range to create an exciting and entertaining gambling experience.

This has been the fastest implementation of any system I’ve ever seen, but when you consider the complexity involved this timescale was quite extraordinary,

Rob Gwatkin, Services Manager

What was needed

As the business has diversified from its betting roots it has become increasingly reliant on a complex set of integrated applications and IT infrastructure. An IT team of over 200 provides support and on-going application development for online gaming and betting, 2000 retail outlets, as well as internal systems.

This complex infrastructure was supported by a service management system called Heat. However William Hill had outgrown its capability, particularly in its ability to integrate with other systems, its response times and incident and problem management reporting. In addition there was no workflow to support the systems management processes or any online self-service capability.

How we tackled it

William Hill engaged with a number of potential providers. A scoring matrix was used to help determine the most appropriate solution given the various criteria. The key criteria were for flexibility and scalability as well as an easy upgrade path, simple and intuitive to use and could meet the tight implementation timescales.

Given all the criteria, particularly the need for a rapid implementation, William Hill opted for the ServiceNow solution from Engage ESM. One key question was over security and could ServiceNow meet the stringent security requirements for William Hill.

With just a 7 week deadline for phase one, Engage ESM provided the initial consultancy to ensure best practice, followed by technical implementation assistance, support and training. The plan was to deliver a core replacement Service Desk together with a number of interfaces with MS Exchange and IT directory services.

Business outcomes

Problem management was quickly completed with Service Desk and Incident Management following close behind - and in less than 2 months ServiceNow went live to 100 users. Within weeks our ServiceNow solution had significantly reduced resources required - by some 30%.

The second phase was to enhance the service offered to the rest of the business by enabling users to log incidents as well order services online through a self-service portal. In addition to being able to log incidents, users were also able to view the status of their logs through the portal.

Get in touch

We can help you improve the way your organisation works. To learn more just drop us a line or call us on 0800 783 3040.

Case Study:
Yorkshire Water

Yorkshire Water Services Limited (YWS) is the 9th largest Water Utility in the world with a group turnover of more than £725 million. It manages the collection, treatment and distribution of water in Yorkshire, serving a population of approximately 4.9 million people as well as around 130,000 businesses.

Yorkshire Water IT aspires and intends to be a world-class IT department. The ability to provide highly available IT services to the business, increasingly in a 24x7 operation, is key to the success of the business in meeting regulatory and legislative initiatives. This starts with the provision of highly resilient and robust Telecommunications infrastructures and requires equally resilient and robust software architectures.

With the Engage ESM solution, I regularly pick up and fix device failures or performance issues for our WAN sites before the end users notice and before they even become a service issue

Syed Ahmed, Network Analyst, Yorkshire Water

What was needed

Yorkshire Water needed an environment that enabled early detection and notification of potential problems across the Networks Technologies landscapes, enabling a more proactive IT Service Management function. Top of the list was a world class telecommunications service, essential for maintaining the levels of services and availability required by the business. Complimentary to this was getting the network infrastructure into a more compliant state.

How we tackled it

We recommended a combination of high performance monitoring and management tools from HP Software that included:

  • HP NA (Network Automation) for compliance reporting and configuration management
  • HP Operations Manager for server monitoring
  • NNMi (Network Node Manager i- series) with associated Smart plug-ins (i-SPIs), for Performance Management and automated Network Fault Analysis

Business outcomes

  • Full integration with HP Operations Management suite providing a single management view
  • Improved Network Monitoring, providing visibility and notification of all critical events within 5 minutes (max), leading to reduced business downtime
  • Improved Network Security due to the implementation of SNMPv3, enabling encryption of network management traffic across all devices
  • Improved Network Analysis by having the ability to historically evaluate network performance and capacity, and trend growth for improved network stability
  • Ability to generate on-demand and regular compliance reports

Learn more about Yorkshire Water on their website by clicking here.

Get in touch

We have extensive experience across numerous sectors, including utilities and the public sector. Find out how we can help you, to learn more just drop us a line or call us on 0800 783 3040.