At the end of 2023, a leading engine manufacturer commissioned agineo to introduce an Enterprise Service Management (ESM) platform based on ServiceNow for the company’s 13,000 employees. The aim of the project was to create a central solution for service management processes for both the IT departments and the specialist departments. This involved replacing and centralizing the existing systems in the respective departments. An additional step was to harmonize the processes of the specialist departments across all locations. The focus of the implementation of the common processes in ServiceNow was on the employees in the specialist departments. This employee-centered implementation of the project promoted acceptance of the new platform and ensured that it is used effectively by the employees in the specialist departments.
The agineo project team took charge of the implementation process from conception to execution. In collaboration with our sister company, Materna TMT, we started an intensive series of workshops with the customer to analyze and develop their individual requirements in detail. Based on this, the ServiceNow platform was customized to meet their needs. The customization included the development of proprietary applications for the departments to meet the specific requirements of users without a desk workstation. This also included integration into the ServiceNow mobile apps to facilitate mobile working. The administration of the processes was designed so that power users can carry them out independently and new locations can be added with minimal effort.
In addition to technical implementation, change management played a central role in the project. A multi-stage communication plan was developed to involve all relevant stakeholders. This included information events, live demonstrations, and traditional communication tools such as flyers and posters. These measures, combined with comprehensive training and the provision of web-based training, led to the successful go-live of the platform for all target groups.
The go-live of the platform not only fulfilled the objectives set at the start of the project, but also created a basis of trust for long-term cooperation. The improved reporting capabilities provided by the ServiceNow platform and the resulting transparency of the individual processes offer a solid foundation for further development. In addition, the high level of acceptance and satisfaction among employees thanks to targeted change management measures has led to intuitive use of the platform. Coupled with the speed of the cloud system, this has resulted in an overall increase in the efficiency of the company.
The next steps include the expansion of further departmental processes and their automation, as well as a rollout to other locations.