{"id":246835,"date":"2023-10-23T09:01:00","date_gmt":"2023-10-23T07:01:00","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/how-servicenow-brought-digital-transformation-to-stib-mivb\/"},"modified":"2025-01-27T11:35:27","modified_gmt":"2025-01-27T10:35:27","slug":"how-servicenow-brought-digital-transformation-to-stib-mivb","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/be\/success-story\/how-servicenow-brought-digital-transformation-to-stib-mivb\/","title":{"rendered":"How ServiceNow brought digital transformation to STIB-MIVB"},"content":{"rendered":"\n
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The snapshot<\/h2>\n\n\n\n
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1<\/strong><\/p>\n\n\n\n

Deployment of a new Cloud Platform for ITSM, improving employee satisfaction and productivity<\/p>\n<\/div>\n<\/div>\n\n\n\n

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2<\/strong><\/p>\n\n\n\n

By working in ServiceNow, STIB has optimised its IT resources and standardised its processes<\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/strong><\/p>\n\n\n\n

Thanks to the new ITSM platform, STIB managed to reduce the service impact of incidents<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

The challenge<\/h3>\n\n\n\n

As one of Belgium’s largest employers and the epicentre of Brussels public transportation, STIB was facing several challenges demanding strategic resolutions – imperative to enhance customer services and exert greater control over its IT resources. <\/p>\n\n\n\n

To overcome these issues, the company had to retire an outdated IT Service Management (ITSM) system and replace it with a cutting-edge Enterprise Service Management (ESM)<\/a> platform. This transition was deemed crucial in supporting the overarching digital transformation goals.<\/p>\n\n\n\n

Additionally, the new ESM platform was envisioned as a pivotal enabler, empowering the company to provide an employee-friendly self-service catalogue. This holistic approach aimed to not only modernise the company’s IT infrastructure but also streamline internal processes, fostering a more efficient and user-centric operational environment. STIB found the ServiceNow platform as a perfect fit for their growing needs and it needed a partner that understands the sector’s special environment and works agile – Devoteam.<\/p>\n\n\n\n

The solution<\/h3>\n\n\n\n

To help STIB, Devoteam deployed a next-generation cloud platform for ITSM, focusing heavily on employee and agent experience as one of the main drivers to improve employee satisfaction and productivity.<\/p>\n\n\n\n

Thanks to the new ServiceNow solution, STIB had better control of its IT environment which then led to the creation of a large number of internal initiatives supporting the management\u2019s digital transformation focus.<\/p>\n\n\n\n

Throughout the project, Devoteam provided their expertise and skills on the IT Service Management system, making sure it meets the specific needs and demands of a public sector customer like STIB. <\/p>\n\n\n\n

The result was standardisation and harmonisation of the IT processes, better communication and increased efficiency within the cross-team ITSM activities.<\/p>\n\n\n\n

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Devoteam supported us in different ways but most important was their ability to listen what we need and what we want, making it easy to achieve success.<\/p>\n\n\n\n

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Sophie Libouton
Team Manager at STIB in Governance and Methods<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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The better change<\/h2>\n\n\n\n
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Improved communication and prooductivity across different departments in STIB.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Reduction of the service impact of incidents<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Standardisation and harmonisation of the internal processes, making it easier to provide highest level of service at scale.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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