{"id":499757,"date":"2017-11-03T14:37:45","date_gmt":"2017-11-03T13:37:45","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/uk-retail-house-adopts-servicenow\/"},"modified":"2017-11-03T14:37:45","modified_gmt":"2017-11-03T13:37:45","slug":"uk-retail-house-adopts-servicenow","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/sk\/success-story\/uk-retail-house-adopts-servicenow\/","title":{"rendered":"UK retail house adopts ServiceNow"},"content":{"rendered":"\n
\n
\n

The snapshot<\/h2>\n\n\n\n
\n
\n
\n

1<\/strong><\/p>\n\n\n\n

A leading UK department store chain needed to modernise its IT service management (ITSM) processes to support growth and enhance efficiency<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
\n

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

Devoteam implemented ServiceNow ITSM modules, including incident, problem, and change management, using their RAPID implementation method.<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
\n

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

The solution provided a user-friendly self-service portal, automated workflows, and improved reporting capabilities, resulting in better operational decisions and customer service.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n

This leading UK chain of department stores is world-renowned. Its outlets are known for architectural innovation and have a reputation for being \u2018every shop you\u2019ll ever need\u2019. Across each department the company sets the standard for up-to-the-minute style, lasting quality, and exceptional customer service.<\/p>\n

Main challenges<\/h2>\n

Driving change to support growth<\/strong><\/h3>\n

Our customer has a culture and heritage steeped in quality and innovation. With four stores in the UK and stores in Canada, as well as a subsidiary in Ireland, aspects of the supporting IT environments had lagged behind this exceedingly high standard. Growth had also resulted in organisational change which, in turn, would drive change in the supporting systems.<\/p>\n

Our customer was using a number of platforms \u2013 Lotus Notes, email, and in-house developed utilities \u2013 for its IT service management function. They were supported by old processes: incident management. It consisted primarily of call-logging, leaving little visibility of an incident\u2019s status; manual updating with inevitable replication was time-consuming; different repositories for user information and IT assets added complexity and effort. This meant there was no easy basis for the introduction of governance by service levels.<\/p>\n

Looking to the future, a number of the chain\u2019s brand values would dictate the extent of change needed to set a new standard for ITSM within the organisation. Innovation and inspiration \u2013 a service desk with a modern user experience:<\/p>\n