ServiceNow implementation: satisfied customers worldwide!

Our customer offers products and solutions that secure mobile payments, communication and interaction between devices. They are used daily all over the world by banks, network operators, mobile device and automotive manufacturers, health insurance companies, private public transport companies and their customers.

The exponential growth of users — including in customer service — led to difficulties in the technical infrastructure. Over the years, a variety of tools had become established as a result of growth and expansion of offerings as well as price pressure. The time and financial costs for maintenance and development with various technologies, media breaks, various interfaces and individual adjustments were too high, the overall system too inflexible. This should be improved. The start of a comprehensive restructuring took place in the area of “IT Service Management”, in the areas of “Incident”, “Change”, “Problem”, “Request Fulfilment” and the service portal for customers.

exccon is the customer's partner for many years. The good cooperation in various projects in highly sensitive areas has created a very trusting basis. Even in difficult situations, it was always possible to search for solutions in a constructive and goal-oriented manner. Coupled with our expertise in ServiceNow, our industry knowledge and a plausible concept, this was decisive for tackling the “ServiceNow” project together. Even far beyond Go Live, we have supported the customer (until today) in order to jointly develop and implement customer requirements.

The previous ticket system had reached its limits in several areas. Problems included falling performance, the complex development and maintenance of interfaces, and the complex and cost-intensive onboarding of customers. In addition, individual adjustments were time-consuming and updates from the manufacturer led to massive problems and rework in customizing.

The new solution should: mapping standard processes (ITIL^®) and enable individual adjustments to map specific processes with little development effort, can be made available to every user in different languages quickly and reliably and support easy onboarding. They also wanted to have a user-friendly customer portal for self-service offerings integrated as standard and to have integration with Splunk for evaluation and reporting.

The entire project team was internationally staffed due to the global approach. English as the project language and different time zones had to be considered from the outset.

After a selection process, the customer chose ServiceNow. The platform has its origins in IT service management and offers common ITIL standards out of the box^®. In its pure form, ServiceNow can be used immediately. In addition, it has an uncomplicated environment for individually adapting processes and offers many options for individual design, e.g. adding fields, queries and small routines through the no-code/low-code process. With this software-as-a-service solution, operation and maintenance are carried out by the manufacturer and relieve internal technical and personnel capacities enormously.

Our team, consisting of an architect, a senior consultant and two developers, supported the customer in implementing processes, implementing individual requirements and connecting their customers. After a lengthy phase of analysis and preparation, the expansions were developed in an increasingly agile way. In fixed sprints, requirements were prioritized and implemented in accordance with the MoSCoW principle. Daily standup meetings with the international team at appropriate times and frequent video calls ensured close and intensive exchange despite the geographical separation.

• The acceptance of the browser-based self-service portal and customer satisfaction have increased enormously due to the high level of user-friendliness.
• Performance losses are no longer an issue
• The system can now be maintained, developed and used globally by internal employees to a large extent. Overall, care and maintenance costs are low
• Interfaces to other systems are largely maintenance-free, as ServiceNow provides a range of automatisms.
• As more and more companies rely on ServiceNow, connecting external providers and customers is relatively easy.