“We recognized that the status quo was not sustainable,” said Mike McGibbney, senior vice president of the company’s Service Delivery & Operations (SDO) organization. “If we wanted to support our clients in transforming HCM, we had to transform our own internal IT operations.”
“You could see the problem by looking at metrics like increasing MTTR (mean time to repair),” said Alex Hernandez, senior director of SDO service management. “Our MTTR had risen to roughly of four hours for Level 2 security incidents. Our executives didn’t have access to real-time metrics, and it was exhausting and time-consuming to try to explain to customers why a service was impacted.”
The SDO leadership saw that getting to the next level in service delivery would require a rock-solid ITSM foundation. “We were focused on four promises to our customers,” said Hernandez. “Increasing availability, speed, transparency, and maturity. The Now Platform gives us a way to ensure we are able to accomplish all of those goals while also making it easy for us to integrate existing tools and data. The value is in a single platform that unifies and streamlines our processes.”
The ServiceNow advantage? In a word: integration
The Now Platform® permitted SAP SuccessFactors SDO to modernize incident, change, problem, and configuration management, as well as customer impact and notification capabilities. More specifically, the platform allowed them to integrate and gain visibility into multiple processes, data sources, operational KPIs, and IT financial metrics. Now SDO leaders can see the “big picture” across multiple data sources and make better decisions about how to prioritize next steps in delivering cFWD cloud support for the digital enterprise.
“ServiceNow brought everything together and gave us much needed transparency with consolidated, data-specific dashboards,” said Scott Ames, vice president of SDO Governance. “It integrates issue-tracking data and our monitoring tools into one unified view, which makes our operational governance and decision-making much easier and more accurate. It’s also allowed us to achieve our goal of a world-class ITIL maturity level of 3.0.”
Go-live and preliminary results in just 100 days
Having selected the Now Platform, SAP SuccessFactors SDO set an aggressive implementation deadline for Phase 1 of implementation of just 100 days.
Working closely with the ServiceNow team, SDO rolled out Phase 1 across its operations in Budapest, Bangalore, Reston, and San Francisco, implementing complex application integrations across incident and change, customer notifications, and single sign on (Active Directory/LDAP). The team also developed a business service CMDB containing more than 1000 configuration items used to track and manage the incident, problem, and change processes while also developing over 300 service support groups across the 900+ internal SDO/SAP users.
The ServiceNow team also assisted SDO with readiness and reskilling. The team delivered 32 different training sessions, including ITIL training, “Lunch and Learns,” and recorded audiovisual sessions to 1,300 users. Partnering with Accenture, the ServiceNow team implemented process workshops to provide flexibility for each process area while preserving organizational business rules. Weekly status calls with senior leaders from Accenture and SDO ensured speedy resource mobilization and alignment to eliminate issues.
Early results show a significant drop in MTTR for Level 2 severity incidents already with a 32% reduction from 4.06 hours in May 2017 to just 1.28 hours by August, 2017 with steady downward progress projected for the months ahead. In addition, ServiceNow calculated the following results based on SDO data:
- 2,435 FTE-hours per year saved in change creation
- 563 FTE-hours per year saved in incident creation
- $400,000 savings in the first six months of transformation
“We’re seeing the results, not just internally but also with our customers,” said Mike McGibbney, SVP, SDO. “They’re more confident than ever in our ability to deliver, which leads to more business and greater loyalty.”
ServiceNow Inspire engagement facilitates executive buy-in
Every transformation vision requires executive advocacy and sponsorship, which is not always an easy task for an IT organization. It can be challenging to translate technological change into business value—and even more challenging to quantify the expected results in business terms to gain the necessary internal sponsorship and support.
To assist with that effort, SuccessFactors SDO senior executives engaged with ServiceNow Inspire, an executive advisory practice, to review their current plans and create a forward-thinking, strategic plan to continue to leverage ServiceNow capabilities. The Inspire team conducted a Business Value Workshop, which is a face-to-face meeting with business and IT leaders to not only show them what was possible, but also to calibrate the business potential and create a technology roadmap.
At the workshop, the Inspire team helped executives connect the company’s vision— enabling clients to get the most out of their human capital—to specific strategic drivers and business outcomes that ITSM transformation would contribute to and drive. For example, the Inspire team highlighted the connection between operational excellence and lower operational expenses, reduced risk, and higher productivity. Inspire also showed how these capabilities in turn led to business objectives such as increased customer confidence, accelerated innovation, and operational and service excellence.
These business outcomes were then tied directly to IT capabilities and initiatives and a strategic roadmap to focus on: eliminating service outages, using analytics to optimize performance, improving governance and compliance, and internal executive alignment. The Inspire team also linked the business goals to specific metrics for measuring success; such as MTTR, reduction of emergency changes, decrease in database service request cycle times, and decrease in operational costs.