AEGIS thrives on ITSM, seeks to modernize with help from ServiceNow
The AEGIS IT Office of the CIO consists of PMO, IT Governance, Compliance, IT Finance, Service Management, IT Strategy, and Procurement departments. The IT team wanted a modern solution for service management but also wanted capabilities to meet their needs in project management, compliance, IT finance, and other areas. Self-service and transparency for IT and its internal customers were also needed.
Himanshu Pandya, Sr. Manager at AEGIS says, “The business case and the value proposition of having one integrated system to manage the majority of our processes was a no-brainer.”
“We realized that we could do a lot more a lot faster with ServiceNow,” says AEGIS IT Project Manager, Steve Sikora. AEGIS IT understood how much it struggled with unstructured email, phone calls, and centralized documents, such as spreadsheets in the course of its day-to-day business. They wanted a better way to systematize and automate work requests and processes. “It’s about productivity and the ability to monitor and track the world that you’re responsible for,” explains Paul Hartmann, Compliance and Security Manager at AEGIS.
ServiceNow delivers a customizable, automated business solution
AEGIS began using ServiceNow to run the business of IT. It also wanted to create a centralized portal for employees to make various requests solve issues through a knowledge base, check the status of requests, and find information during an emergency. Once AEGIS automated IT functions, it quickly realized the potential of the Now Platform® to automate other business processes.
“We went to the three-day admin class for ServiceNow and we had the Incident Management and Change Management applications up and running a month later,” says Steve. Within a month, ServiceNow was live for IT. From there, the team began developing a centralized self-service portal and started creating custom applications on the Now Platform to meet specific business needs.
AEGIS applies service management across the enterprise
- Out-of-the-Office Management – Rather than simply depending on away messages generated by each person’s email account, AEGIS can centrally manage out-of-office scheduling and approvals. Previously, the team used a custom developed tool, but found it to be too limiting. The application created on the Now Platform is much more robust, with a back-end table containing 28 different reasons why an individual can be out of the office.
- The workflow behind this application assigns an appropriate approval process—for instance, vacations are handled differently than an education request. Everything is tracked and reported through a dashboard and analyzed in various reports. Calendars show others when a person is out of the office for planning purposes or to help find someone. The application integrates with HR and payroll systems as well.
- Governance, Risk, and Compliance for IT – Using ServiceNow Governance, Risk, and Compliance, the team was able to start monitoring IT compliance and risk by importing the entire IT risk matrix, as well as their controls and control tests, into ServiceNow. The team created both the manual and automated controls needed to help ensure compliance. Now, everything is integrated within a single system. Chain of command and separation of duties can be validated with a single look.