The platform handles an average of 15.5 million transactions every year, and is used by Veolia's country IT teams to support local operations, including agile IT development, self-service portals, IT support, and operations management. Since the ServiceNow deployment, Veolia has achieved a 47% improvement in service response times through real-time, queue management dashboards.
Veolia creates a center of excellence to drive enterprise-wide best practices
Veolia has formalized a global service approach by creating a center of excellence (CoE) to govern IT best practices. The CoE has put in place accurate service level agreements (SLAs) and key performance indicators (KPIs) worldwide, for a consistent, enterprise-wide approach.
“Through ServiceNow, we’ve made IT a professional service—an accountable and measured part of the business,” explains Rob. “We now have a documented strategy for IT, with clear, repeatable processes and a focus on simplification, integration, and automation.”
As part of this strategy, a Group CIO Council was also created through which the company’s 45 regional CIOs discuss how to evolve the CoE framework, and control and govern any changes.
Veolia deploys ServiceNow Performance Analytics for a single view of global service performance
Global ITSM Product Manager Prabjoth Saimbhi says that although 45 countries supplied the same output to the central business, there was no single, global approach to operational analytics. Instead, each country team worked and interpreted data differently, which led to inaccurate measurement and reporting. He notes: “Benchmarking performance on a global scale was impossible.”
Under Prabjoth’s direction, the global IT Service Management team was tasked with formalizing and standardizing global KPIs for incident management, change management, request fulfilment, and problem management. Meanwhile, ServiceNow Performance Analytics was deployed to provide a single, global view of service performance and delivery against KPIs aligning with business goals.
“Globally, we now have a clear strategy and roadmap built on consistent KPI data that we can trust, thanks to ServiceNow,” says Prabjoth. “Our SLAs are relevant and realistic and—most importantly—interpreted and reported in the same way by every CIO and country team. That’s imperative for setting targets and focusing on continuous improvement.”
Holistic analytical approach results in more informed business decisions for Veolia
The new analytical approach delivered dramatic improvements in the performance management process for Veolia’s global ITSM team, and helped to accelerate reporting and process improvements. Because ServiceNow Performance Analytics is in-platform, decisions are based on accurate, consistent, actionable information.