Service Management Transformation

ServiceNow Competence Center

Client Case

An industrial company operating in the confectionery sector.

Renowned for its spreadable chocolate and hazelnut cream
and a market leader in various fields, its brands are well-known throughout the world

The company has undertaken a Digital Transformation process which involves the use of the ServiceNow platform for the implementation of various IT and business processes.

This has led to the simultaneous launch of several projects and the need to define and establish a governance model for the platform.

Thanks to know-how regarding the ServiceNow platform and the implementation of best practices, Solve.It was able to give the customer support in the performance of Technical Governance activities, providing:

  • Guidelines and procedures for the management of the platform and for the governance of implementation projects
  • Specialist technical support for the set-up and development of common platform components
  • Support to the various projects during the analysis phase to identify which architectural decisions would be most appropriate
  • On-the-job training for the customer’s internal staff
  • The customer quickly established a competence centre (CoE) on the ServiceNow platform capable of coordinating and supporting the various project initiatives.
  • Projects were able to focus on business requirements, since set-up activities and common data management are managed centrally by the CoE group.
  • The platform was managed, right from the start, according to operational rules and best practices, based on practical experience gained in other environments of similar complexity.