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.”
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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
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