Formed in 2000, this UK managed service provider offers end-to-end managed technology solutions, spanning consultancy, support, enterprise business applications, cloud services and cybersecurity. With three offices on two continents the company employs a staff of over 500 to service more than 850 client organisations and tens of thousands of end users.<\/p>\n
Changing working practices to enable growth<\/strong><\/p>\n The company continues to enjoy significant growth. To support its scaling, the company decided to evaluate its position as a leading service provider with three objectives in mind:<\/p>\n Greater automation would enable the company to serve its clients\u2019 customer requests more effectively through a more structured process. However, its business management tool, Autotask, had restrictions on workflow that made it unsuitable. A structured evaluation of processes and tools would have to address a number of crucial challenges:<\/p>\n The managing director said: \u201cWe needed a step change in how this business is run, to manage more clients and to be more efficient.\u201d<\/p>\n “We needed a step change in how this business is run, to manage more clients and to be more efficient.”\u00a0<\/em><\/p>\n Managing Director<\/strong><\/p><\/blockquote>\n Transforming services to meet business goals The company wanted to partner with a technology vendor that could demonstrate innovation to help it improve its strategic offer continuously through state-of-the-art technology. The director of business systems and process, added: \u201cInitial observations pointed to an over-reliance on email and multiple processes for the same thing.\u201d<\/p>\n Following a formal RFP and proof of concept, the company engaged Devoteam to implement ServiceNow, the leading cloud-based service management solution, for its clear ability to fulfil quickly the company\u2019s requirements as well as strengths such as ease of use, comprehensive reporting, and a highly available performant SaaS platform.<\/p>\n In three phases, Devoteam implemented the ServiceNow IT Service Management<\/strong> platform to support a wide variety of ITIL processes including incident, problem, change, release, configuration and knowledge management.<\/p>\n In the next phase we installed ServiceNow\u2019s Customer Service Management, <\/strong>a new customer-facing portal offering a multi-channel experience for external and internal customers engaging with support analysts and other customer support teams.<\/p>\n The final phase saw installation of ServiceNow\u2019s IT Business Management<\/strong> module for project and portfolio management, along with the ability to manage resources across both project and non-project activities.<\/p>\n A new benchmark for Service delivery<\/strong><\/p>\n The company has already seen a number of improvements that will transform its business to allow for growth:<\/p>\n The company\u2019s COO concluded: \u201cServiceNow is fast becoming the benchmark of professional service delivery organisations.\u201d<\/p>\n “ServiceNow is fast becoming the benchmark of professional service delivery organisations.”<\/em><\/p>\n COO<\/strong><\/p><\/blockquote>\n For more information on this case please contact us at\u00a0uk.info@devoteam.com<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":" Background Formed in 2000, this UK managed service provider offers end-to-end managed technology solutions, spanning consultancy, support, enterprise business applications, cloud services and cybersecurity. With three offices on two continents the company employs a staff of over 500 to service more than 850 client organisations and tens of thousands of end users. Main challenges Changing […]<\/p>\n","protected":false},"featured_media":101748,"template":"","categories":[],"tags":[3240],"industry":[],"class_list":["post-499547","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","tag-uk-import-en-pt"],"acf":[],"cards":"\n\t\n
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\nWhat did we solve?<\/strong><\/h2>\n
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\nThe most important requirement for the company was to deliver service excellence so that it could make informed decisions. The chief operating officer said: \u201cWe have to change the way we work through having a single system which will provide information at our fingertips. Currently the performance degradation of our current solution inhibits the incorporation of true customer service within our workflow.\u201d<\/p>\nMain benefits<\/strong><\/h2>\n
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