Implementing ServiceNow at a Big 4 auditing firm
In short
What we did
→ Process facilitation & guidance
→ A single unified platform
Key expertise involved
→ IT Service Management
→ IT Business Management
→ IT Operations Management
→ CMDB’s
Project results
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Background
Implementing ServiceNow a Big 4 auditing & accounting firm
When the customer decided to implement the ServiceNow cloud computing platform, Rocket stepped in to guide the process in a safe and timely manner while ensuring that the global project implementation in Sweden maintained control. Connecting enterprise with digital IT workflows on a single, unified platform amounted to a business transformation.
The process
Based on three main solutions
We started the implementation project in December of 2018, and it was based on three main solutions: IT Service Management, IT Business Management, and IT Operations Management. Here, you'll find an overview of these solutions and their benefits, as well as a summary of the key takeaways which you might find helpful the next time your business undergoes a similar implementation project.
IT Service Management
IT Service Management transformed the impact, speed, and delivery. First out was the Incident Module, configuring assignment groups, user roles, record producers workflows, and configuring the configuration management databases (CMDBs). This was followed by the Knowledge Base, Problem, Request, Discovery, and Change modules. This phase laid the foundation for the remaining modules and products in the platform.
IT Business Management
IT Business Management made it possible to deliver business outcomes with speed and agility, align work with business priorities, redirect spend to critical apps, and speed up time to value. We started with the Application Portfolio Management (APM) and Project Portfolio Management (PPM) modules.
Implementing PPM gave visibility into all demand, resources, and project portfolios. Now, the customer can better align it’s efforts with their corporate strategy, work faster, and enhance resource allocation across every project. Rocket also custom-built a report dashboard for the management team that displayed actual vs. budget for all projects in a clear picture, enabling faster and better decisions.
Implementing APM made it possible to align applications with business processes and corporate strategy, which is more critical now than ever. It provided complete visibility into applications to manage costs, ensure alignment, and easily adapt to change. In addition to configuring the module, Rocket took on the challenge of integrating it with the on-premise built security review system, making the security system populate APM after all data classifications and security requirements were fulfilled.
IT Operations Management
By implementing modules such as Discovery, Event Manager and Orchestration, Rocket helped shift IT operations team from reactive to proactive. As part of a global initiative, all member firms took stock of what hardware was available in each country, such as computers, servers, networks, etc. Rocket worked closely with the global team to roll out Discovery on all clients and servers, and popularized CMDB with quality-assured data, making it easier for IT and the business to know what equipment was out there. As with all discovery rollouts, a lot of surprises turned up along the way. But, in the end, our efforts enabled economical savings.
Key takeaways
01
Clearly define and prioritize your short and long-term ROI goals and match them to your implementation priorities.
02
Make sure you have a foundational configuration management database (CMDB), as well as processes for CMDB development and maintenance.
03
Identify and capture quick-win opportunities to drive early adoption momentum
04
Don’t wait to build effective governance, training, and organizational change management.
05
Revisit your service strategy frequently and avoid repeating patterns that limit future opportunity.
