Globalia delivers an exceptional customer experience through operational excellence
A combined airline, hotel, travel agent, tour operator, and baggage handling businesses, Globalia is a multi-faceted operation that relies on every part of the business supporting and reinforcing the others.
Operational excellence across the whole group is critical to making the puzzle fit together and deliver exceptional customer service experiences.
To support the continued success and growth of the group, Globalia realised new operational efficiencies within its IT service delivery.
Ariel Gritti Tartac, Service and Operations Manager at Globalia, explains: “Because of the varied needs of our different business units, our IT infrastructure was siloed, with little cross-organisation integration. We recognised that by unifying service delivery we could enhance virtually every business process across the whole group.”
Globalia adopts ServiceNow to create a central IT service delivery platform
The big challenge was that the IT support systems and management processes in Globalia were manual, including inventory, service maps, alerts, and managing SLAs.
The benefits of transitioning to a true, best-of-breed IT service management platform were clear, so Ariel set out to replace the mishmash of different systems and management processes with a centralised platform that spanned every business unit.
“We had a system of multiple, internally developed ‘pseudo-ITSM’ tools that were not connected. The burden on my team was huge, as we are only 20 engineers. Just dealing with incoming requests and assigning tasks was a challenge,” says Ariel. “Efficiency is everything and that’s exactly what ServiceNow has enabled us to achieve.”
For Globalia, it was critical to move away from its made-in-house approach and follow industry best practices. “This wasn’t just about finding a one-off solution. We really needed to put a platform in place that would support the entire future direction of the whole business—with scalability to incorporate other functionality down the line,” adds Ariel.
ServiceNow enables self-service to accelerate processes and maximise operational productivity
By standardising IT service delivery through ServiceNow, Globalia has transformed huge swathes of its business processes. The platform has brought far more integration across the business, while digital workflows have transformed the speed of service delivery and reduced issue resolution time.
At the heart of the new solution is a unified service desk, designed to enable self-service for the end user. Accessible via any device, the new central service desk provides a single point of interaction for the whole company—enabling users to manage incidents and service requests, as well as access knowledge articles themselves, without any additional burden on the IT administrators.
As Ariel explains, “We’ve created our equivalent of an ‘internal Amazon’ platform for our users. ServiceNow’s cloud-based approach also means the platform can be used by anyone in the organisation and bring instant benefits to every end user.”
ServiceNow digital workflows save valuable IT developer time
Behind the scenes of the user, the new Globalia service desk has significantly reduced the burden on Ariel’s team.
ServiceNow IT Operations Management gave Ariel’s team a single management interface, which has been crucial in optimising how the IT department works with Globalia’s various business units (BU). Incorporating event management, service mapping, and asset management, the IT operations management solution has enabled the creation of a variety of digital workflows to automatically create incidents, direct responses, and assign tasks across the IT team. This has led to drastic reductions in the time dedicated to the event management, maintenance of service maps and assets, updating the configuration management database (CMBD), and managing asset lifecycles.