We replaced the legacy ITSM application supporting the global IT service management practice with Service-now.com. We also supported the customer in aligning their processes to ITIL® v3 and automated 10 processes and more than 3’000 IT users and a self-service portal used by 60’000 end-users. This project included support in organizational change management and training.
Scope:
Aspediens replaced in 6 months HP Service Desk with Service-now.com for this international organization composed of 3 main service desks worldwide and ca. 1000 IT users. Service-now.com has been a catalyst for the “ITILization” of the company’s processes and for the development of a new Service Management culture, spreading over the whole IT and the business.
Scope:
The company was stuck with an old version of a very well known ITSM legacy application and was unable to accompany the new IS organization with an appropriate tool. After a thorough evaluation, including GxP and severe security requirements of the Pharmaceutical Industry, Aspediens and Service-now.com were selected for an Enterprise-wide deployment that had to happen in a very short time frame. The Aspediens Starter Pack was a key element in the project success and the achievement of its objectives, time line and budget.Enterprise-wide deployment, including Self-Service portal in 3 months using Aspediens Starter Pack.
Scope: Incident, Problem, Change and Release (including GxP requirements), Service Level Mgt, Employee Self-Service Portal
Replacement of the existing application that was supporting IT service management globally. Worldwide implementation of Service-now.com’s phase 1 in 9 weeks (Incidents, Problems, SLA, 10+ Integrations).
The customer has today extended its usage of Service-now.com to cover Request Fulfillment, Assets, CMDB and the Self Service Portal. In addition to the IT department, the tool is also used to manage a business help desk as well as facilities management processes.
One of the very first Aspediens’ customers! Aspediens is indeed working for 3 years with this company who was running an “insourcing” project of its Service Desk. No, it didn’t take 3 years to implement Service-now.com… we did run the implementation of the phase 1 processes in 3 months, and then continued progressively to benefit from the Service-now.com richness by covering new processes and implementing new modules over time. Aspediens provides consulting services in coaching mode, when needed, to complement and support customers’ resources.
Scope: 3 months deployment of Service-now.com covering Incident, Problem, Change, CMDB, Service Requests Catalogue and interface with another Service Desk application used by a strategic supplier.
Member of an International Group, the company did spin-off and was faced with the issue of finding very quickly a suitable solution to support its IT operations. Used to BMC Remedy and supporting global worldwide operations, the company has deep functional requirements and needs a solid solution. As for many others, the time to implement was also a key selection criteria and the power/ease of implementation of Service-now.com augmented by Aspediens’ Starter Pack made the difference.
Scope: Enterprise-wide deployment of Incident, Problem, Change, CMDB, Service Requests Catalogue and Contracts Management in 2 months using Aspediens’ Starter Pack.
This was a very fast implementation considering the functional scope. We did run shorter projects in Aspediens (our record is 4 hours to bring live a customer with Incident Management and Self Service… with our Starter Pack), but this one had a significant scope and complexity that we were able to manage in 6 weeks. The project materialized after the company ownership change and as always there is not much time to decide and implement in those circumstances.
Scope: Implementation of Service-now.com’s Incident, Problem, Change, CMDB, SLA and Service Requests Catalogue in 6 weeks.
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