Inclusive Approach to IT Process Design Distinguishes Implementation at Large Canadian Company
OCTOBER 18, 2011 — SAN DIEGO, CA — ServiceNow, the creators of SaaS for IT, today announced it has named Aleks Dmitrovic, former senior IT service process manager at Symcor, as the latest ServiceNow IT Hero of the Month. The ServiceNow IT Hero of the Month program recognizes the outstanding achievements of the people who transform IT. Symcor is one of the largest financial processing companies in North America, employing more than 6,000 people across 29 locations. Aleks took an inclusive approach in redesigning Symcor's IT service management (ITSM) processes for this Canadian company and its large, distributed user base.
Aleks led the service delivery division of Symcor's enterprise service process management team, helping the IT organization deliver strategic capabilities to internal users and external clients. Using ServiceNow, Aleks reduced Symcor's service delivery and support costs, more closely aligned technology processes to business goals, and increased end-user productivity and satisfaction.
"It's tough to convince people to change their IT service processes because it's easy to stay with what you know," said Aleks. "To gain executive buy-in, we conducted nearly 30 demos and interviewed IT process users along with middle management. When my team finally got its hands on ServiceNow, we were like kids in a candy store. But it was critical to build the business case up front, like we did, supporting it with user feedback."
When Symcor's incumbent ITSM tool reached end-of-life in 2011, Aleks had to choose between a difficult and expensive migration or finding a new solution that would allow Symcor to redesign its IT processes to accommodate the way people work and how the business wanted to run. After careful evaluation, Aleks chose ServiceNow for incident and problem management, change and release management, knowledge management, service catalog and request portals, and performance reporting to start.
"The flexibility of SaaS from ServiceNow has allowed Symcor to streamline IT processes and automate work to ensure that resource requirements remain stable while demand for IT services increases," said Aleks. "I didn't have any software developers on my team. My admins are business process folks, so it's actually business people handling the ServiceNow implementation at Symcor on their own. Because ServiceNow creates a common platform to both develop and execute processes and applications, we spend less time fixing technology problems and more time creating business opportunities."
Symcor's previous IT service software could not differentiate service incidents from service requests, clogging the company's IT help desk with invalid tickets and slowing resolution times. ServiceNow created an avenue for handling these service requests through a self-service portal. Instead of calling the IT help desk and logging a request as an incident, users can browse Symcor's new IT service catalog and request portal to get the help they need. This streamlined approach helps users triage their own requests and creates data for IT trending and reporting.
Aleks used ServiceNow to create a strong IT process core and a framework for process evolution and new applications. Future plans include a business intake module on ServiceNow, as well as a CMDB project formalizing resource workflow to create an end-to-end map of services across the organization. The company is also evaluating ServiceNow Social IT and plans to use ServiceNow surveys to collect user feedback and keep the focus on the needs of the people and the business.
To learn more about past ServiceNow IT heroes, or to nominate the next IT hero, please visit www.service-now.com/heroes.do and share your story. ServiceNow will announce a new winner every month. Winners receive one complimentary registration to a Knowledge user conference in addition to a chance to meet with Fred Luddy, ServiceNow founder and chief product officer, and members of the ServiceNow development team.
ServiceNow was created to break all the old rules of enterprise IT management software. Born in the cloud, ServiceNow makes IT immediate, social and intuitive. From the beginning, the company set out to give IT people powerfully simple cloud services that just work. Today, the world's most recognizable and innovative companies rely on SaaS from ServiceNow to transform IT. Founded in 2004, ServiceNow was recently named by Inc. 500 as one of the fastest-growing companies in the world and is the undisputed market share leader in SaaS for IT. For more information, please visit http://www.service-now.com or http://blog.service-now.com.
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