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Industry
Airline
Background
An international corporation utilizes ServiceNow as its central Infrastructure Service Management tool. This platform serves to centrally manage, control, and automate IT services and processes. It efficiently coordinates IT infrastructure, service requests, incidents, changes, and maintenance, largely based on ITIL standards.
Challenge
The primary task was to establish a structured testing process for the implementation and operation of the platform. This involved configuring a test management module, adapting the service processes of the external service provider, and ensuring that all processes complied with defined standards.
Performance
Within the scope of the project, the test management module was configured and a structured testing process was implemented. Additionally, the adaptation of service processes to ITIL and company-specific standards was supervised, and testing operations were continuously monitored.
Benefit
The platform has since become an integral part of operations and is subject to continuous optimization. The initial objective of implementing an efficient Infrastructure Service Management solution was successfully achieved. The focus has now shifted to onboarding further business units and ensuring stable operations.
Optimization and expansion of ServiceNow in an international group
A leading company uses ServiceNow as a central infrastructure service management tool. In a later phase of the project, the focus was on the further development of test process management and the optimization of provider control for the operational service provider. The aim was to increase efficiency and further improve the quality of the service processes.
Setting up a structured test process
A key component of this phase was the implementation of a standardized test process that was fully mapped in ServiceNow. The Test Management 2.0 module was configured and introduced for this purpose, which enabled the seamless integration of testing activities into the existing IT service management landscape.
The adaptation of the service processes to ITIL standards and internal company specifications played a central role. The aim was to ensure uniform and transparent control of the test processes in order to further optimize quality assurance within the ServiceNow platform.
Management of the operational service provider
Another focus was on the efficient management of the operational service provider. By clearly defining responsibilities and processes, it was possible to improve cooperation with the provider. Particular attention was paid to the following areas:
- Incident Management
- order management
- Issue Tracking
- Escalation Management
- Infrastructure Management
- Deployment Management
Structured management in these areas has optimized collaboration and increased the value of the operational service provider.
Transition to regular operations and continuous optimization
ServiceNow has now established itself as an integral part of IT operations. The original goal of setting up ServiceNow as a central infrastructure service management tool has been successfully achieved. The focus is now on further developing the system by connecting additional business areas and processes to ServiceNow. A continuous improvement process ensures that ongoing operations remain efficient and new optimization potential is identified.
Business value and outlook
- The introduction of a structured test process has significantly improved quality assurance within the platform.
- The close integration of ITIL standards and internal company specifications ensures transparent and uniform control.
- The efficient management of the operational service provider has improved collaboration and significantly increased the provider's added value.
- ServiceNow will be further expanded as a central platform for IT service management, which will lead to a long-term increase in efficiency and a reduction in costs.
Thanks to these strategic measures, ServiceNow is not only used as a tool for developing and managing test processes, but is increasingly being expanded as a central platform for the entire IT service management.
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