Intelligent CIO Middle East Issue 40 - Page 62

CASE STUDY next action. This is because ServiceNow allows us to configure forms to ensure that we are gathering all the right data and then set routing policies based on these inputs. Furthermore, automated alerts, rules for escalation, and ability to manage all follow-ups from within the portal has allowed us to significantly reduce delays and, as a consequence, reduce time to resolution of the issue.” Better control over processes One of the modules that has proven to be invaluable to DSOA is the Change and Release Management. Explaining how the integrated module has enabled the ICT team to have better control over all processes and be more dynamic, AlAwadhi said: “Let’s take an example of a request for change to a workflow or business application functionality. Furthermore, in the unlikely event that the change does not have the desired results, with ServiceNow, we have the ability to roll back the change quite easily.” This along with other business process improvements like the ability to set a myriad of SLAs and KPIs, set user controls and privileges, and keep detailed records of all actions/notes related to a ticket, have allowed DSOA to get their ISO 20000 certification. Increasing accountability and transparency Also contributing to the improved IT service experience are the real-time, accurate reporting and dashboard capabilities, available in the Now Platform. AlAwadhi said: “The ability for these users to create highly-customised reports and dashboards, with just a few clicks, is important for a number of reasons. For one, the task of generating reports traditionally fell on our ICT department. This is time they can now spend on more business- critical tasks. “Secondly, it does away with manual reporting that was not only cumbersome but often lacked accuracy. Partner for the future THIS TRANSPARENCY HAS GONE A LONG WAY IN INCREASING ACCOUNTABILITY AND IMPROVING THE SERVICE EXPERIENCE FOR OUR USERS. “Thirdly, now, every user, be it the initiator of a request, or owner of an action has full visibility of the entire lifecycle of each and every one of their open tickets. This transparency has gone a long way in increasing accountability and improving the service experience for our users.” “Finally, from a management perspective, being able to drill down into certain issues and pick up on trends is invaluable to our business strategy, be it resource planning or future technology investments.” 62 INTELLIGENTCIO “Prior to ServiceNow, there was no standard work or process for us to manage this. Now, using the change module, in parallel with data from the CMDB (Configuration Management), we can first do a thorough risk analysis to understand the implications the change would have on all other processes and configuration items (CIs) in our environment. Next, once the change is made, the Release Management tool allows us to ensure smooth delivery to the production environment and continuously monitor the change to assess post-deployment impact. Pleased with the performance of the solution, AlAwadhi is keen to expand the partnership with ServiceNow. “ServiceNow’s IT Operations Management (ITOM) platform offers strong orchestration technologies and that is something we will look at next, as we drive towards more automation and AI,” he said. “We manage a technology park and given the cutting-edge technology that some of our customers are developing and offering, it is essential that we keep pace and invest in best-in class solutions that can drive greater performance and efficiency across our organisation. “As one of the most innovative vendors in their space, ServiceNow is an ideal technology partner for DSOA and I look forward to building on our relationship.” n