Digital transformation and streamlining of IT services on ServiceNow

The ISTD of a major French energy company wished to:

• Launch a project to digitally transform the aging, highly specific IT Services Management tools for the Group’s entities,

• Streamline the number of IT Service Management applications (Incidents, Requests, Changes, Assets) used within the Group,

• Harmonize ITIL processes and practices within the Group’s various entities to facilitate the use of a common solution, to increase automation and to return to the standard,

• Make an enterprise platform choice to move from an IT Service Management (ITSM) solution to an Enterprise Service Management (ESM) solution so as to incorporate IT and non-IT Business Service Management within a single solution.

Yunit conducted the following actions:

• Study of the target solutions on the market covering the Customer’s macro-functional needs,

• Technical, functional and budgetary study of existing IT Service Management applications (numbering over 50), via ITIL processes to identify those that could be integrated into the target solution,

• Harmonization study of ITIL processes, uses and requirements for the various Group entities, target solution customers, used as a basis for the call for tender put out to publishers and integrators,

• Drafting of the Special Technical Terms and Conditions, Assistance during the tender cycle until the Customer makes its choice (ServiceNow solution),

• Project management support to help steer the project, support for customer entities in the target solution prior to workshops with the chosen Integrator, expertise on the ServiceNow solution to ensure the publisher’s compliance with the standard and with best practices.

• Trusted third party with proven Expertise/Experience in Consulting and Integration of the leading ESM solutions on the market

• Facilitator acting as a bridge between Business Line and IT needs to ensure pragmatic implementation of the solution

• Guaranteed compliance with the standard and with best practices

• A counterweight to the selected Integrator and Publisher