Now, if there is an issue with a business service, IT is the first to know. “Service Watch has given us back control,” says Duncalf. “We’re already working on the issue before we hear from our users. With ServiceWatch, there are no more surprises.”
Armed with intelligence, TransAlta makes better business decisions and manages change effectively
Service Watch also enhances the way TransAlta manages change. Because the IT team now knows exactly which business services are affected by any given change, they can assess associated business risks accurately. This allows TransAlta to streamline its change approval processes. For example, rather than having everyone show up at change advisory board (CAB) meetings, people know in advance exactly who is needed to review each change.
Equally as important, IT can now more easily explain to its business partners how changes will affect the services they use. For example, when TransAlta traders learn that a change is going to impact their ability to place outbound calls during key trading hours, they understand exactly how that change will impact their work. In addition, the IT team can have fact-based, cost-benefit discussions with business colleagues.
“IT is no longer seen as a tax on the business,” says Duncalf. “Instead, people understand what they’re paying for and are part of the decision-making process.”
ServiceNow also helps TransAlta optimize IT spending as it moves to a hybrid cloud
As TransAlta transitions to a hybrid cloud infrastructure, Service Watch service maps help identify and separate specific sections of business services, and better understand the applications and IT components within them.
“We have an actual shopping list of the infrastructure we need to replace,” says Duncalf. “We now know how much it costs to run that infrastructure ourselves, and we can get a precise comparison of how much our cloud provider will charge us.”
With greater visibility into assets and service health, TransAlta will expand ServiceNow to other business areas
With its IT transformation well underway, TransAlta sees even more potential for change. The IT team plans to give departmental executives direct access to Service Watch dashboards for even further transparency. By providing visibility into business services—as well as cost and usage data—executives will have the information they need to make better business decisions. TransAlta also plans to roll out ServiceNow beyond IT, streamlining the delivery of legal, human resources, facilities, and other services.
“ServiceNow is our growth engine in IT,” says Duncalf. “While we’re cutting back in other areas, it is at the top of our investment priorities.”