Redefinition of business processes and rollout of ServiceNow

Three years ago, the ISD of a major French pharmaceuticals group decided to integrate the ServiceNow tool to help manage IT and business line projects in France and abroad. Two integrators came and went and the ServiceNow integration was a failure as it did not meet end-user requirements.

Yunit was asked to redo the integration project.

Yunit was asked to redo the integration project and head up the following missions:

• Decommission 4 internal tools governing request management, change management, the service catalog and asset management and replace them with a single ServiceNow solution.

• Roll out the ServiceNow discovery tool, supply the CMDB, make the impact study reliable and build services.

• Implement VM provisioning in ServiceNow (Cloud Management Portal) and replace the extremely expensive in-house solution.

• Maintain and develop the ServiceNow ITSM and Discovery solution.

• Yunit system to define the need with the customer, specify and implement it in ServiceNow (Project Management Support, Project Supervision, Live System Support).

• Construction and re-definition of unique processes for all entities.

• Migration of service offerings to the ServiceNow catalog.

• Implementation of service request management.

• Migration of assets to ServiceNow.

• Redesign of the CMDB, roll-out of the Discovery tool.

• Redesign of the user portal.

• Live System Support for the ServiceNow solution, Management of developments.

• Improved user experience

• Accurate management of IT support activities

• Better consideration of business line needs

• A single portal to simplify the user experience

• An accurate, up-to-date CMDB