James continues, “Internally, we now work as a single team that communicates much more effectively, rather than having tickets bounce between multiple service desks. And, because everything is in one place with consistent processes, we can now develop KPIs that allow us to measure and improve our service desk performance.”
Alectra employees now have IT services that are as easy to use as Amazon
Bill Schmidt, Alectra’s Vice President of IT, mandated that Alectra’s ServiceNow implementation had to be easy to use, referencing Amazon as a benchmark for its intuitive interface and simplicity of navigation.
“For our end users, we took the Amazon approach. Amazon is so intuitive that no one needs training to use it, and it’s the same with ServiceNow,” adds James. “Of course, we sent out communications and provided user guides, but that was it. And, the results have been great.”
“We’ve completely eliminated email requests and now have more than 75% of our incidents and requests come in through the ServiceNow self-service portal,” James continues. “We’ve had consistently positive feedback from our end users, and it’s made life much easier for IT as well. For instance, IT previously managed service requests using paper forms. Now, users just pick what they want from the service catalog. That’s been a huge win for us, both from a workload and an auditability perspective.”
Alectra builds its IT foundation on ServiceNow, plans to extend ServiceNow across the enterprise
Looking forward, Alectra continues to grow its ServiceNow solution, both within IT and across the enterprise. “ServiceNow® Discovery is next on the IT roadmap, which will give us an accurate, up-to-date configuration management database,” says James. “That’s the foundation for other ServiceNow capabilities we want to pursue, including hardware and software asset management.”
The team has already engaged with other corporate services teams, including HR, facilities, and learning and development. “We’re expecting to get one of these teams up and running on ServiceNow within a few months,” says James. “At that point, we’ll be well on our way to having ServiceNow as our overall enterprise service fulfillment platform.”