Service Now Implementation for Leading Manufacturing Company
About Client
A leading manufacturing company with a large global supply chain operates multiple factories across the US. They produce high-precision industrial machinery for various industry sectors including Aerospace, automotive, etc.
They were facing hurdles in their IT service management, Asset management, and facility management due to the intricacy of their operations. This has impacted badly on their efficiency and productivity.
Problem Statement
The USA-based company approached us to resolve the series of challenges. They said:
- We have been using multiple siloed IT systems to manage incidents, requests, and changes. So, we are unable to track issues across departments.
- We have been manually managing the company assets with spreadsheets. With this method, we are facing a lot of errors and difficulty in scaling. The process is time-consuming to track critical equipment and machinery.
- We manage the routine requests manually and fulfilling these requests takes significant overhead and long head times.
- We also have inefficient facilities and maintenance management and poor reporting and analytics.
Solutions Offered by Aegis
Aegis team has proposed service Now implementation to address the client's challenges. The platform is a centralized hub to integrate and simplify various business operations. Our solutions were aimed at
- Automating workflows across various departments of the company.
- Improving reporting and analytics with Dashboards and reports.
- Better collaboration and data sharing using consolidated systems.
- Reduce manual processes, minimize downtime, and increase operational efficiency
Tech Stack Used
ServiceNow Platform implementation
- ITSM Modules: Incident Management, Change Management, Problem Management
- Asset Management: Asset Management, CMDB
- Facilities Management:
- HRSD:
- Performance Analytics:
- Service Catalog:
- Virtual Agent (Chatbot):
- REST API integration
- Integration Hub
- Service Now service portal
- Service Now Mobile APP
- MFA, RBAC
Phases Of Solution
- Implemented ServiceNow's Incident Management, Problem Management, and Change Management modules.
- A self-service portal was created for employees.
- Included automated workflows for ticket assignment and resolution.
- Used The ServiceNow Asset Management and Configuration Management Database modules.
- Barcodes and RFID tags were integrated with ServiceNow.
- Deployed ServiceNow's Facilities Service Management module.
- We set up Preventive maintenance schedules.
- Implemented HRSD module and A comprehensive Service Catalog was created for employees.
- Integrated ServiceNow Performance Analytics was integrated
- Designed Custom reports designed.
- Our team had set up A post-implementation support phase and Scheduled Periodic system audits.
- Held the training sessions for IT staff, facilities managers, and end-users and created a knowledge base.
- Designed a solution to support the company’s expansion plans.
Results
We have successfully implemented the Service Now platform and integrated it with the legacy systems to improve the operations capabilities of the company. Service Now platform implementation has fulfilled the goals we set. The cloud platform allowed the client to easily scale operations as they continued to grow.
- 40% reduction in the time spent on manual tasks.
- 30% reduction in Asset mismanagement.
- 50% improvement in asset audit speed.
- 20% decrease in unplanned equipment downtime.
- Real-time dashboards and reporting help improve decision-making.
Conclusions
Aegis SoftTech's comprehensive ServiceNow implementation empowered the leading manufacturing company to streamline its complex IT, asset, and facilities management operations.
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