Testimonial: Servair improves its IT service quality with ServiceNow

“We want to improve the quality of service provided to 1,600 internal IT users, which prompted us to establish a portal to manage their requests,” explains Olivier Jacod, IT department operations manager. Servair Information System. This Air France subsidiary specializes in aviation catering and airport services. A year ago, she deployed ServiceNow’s IT service management software, which is a SaaS-based ITSM solution. The chief information officer told us: “Our regular satisfaction surveys of internal users have brought two frustrations.” First, the outsourced service desk (5 or 6 workstations) focuses on office automation and therefore will only be related to business applications. Program or on-site intervention (installing PC, for example). Users who call these topics feel like they are wasting time. Second, they also complained about the lack of follow-up actions when their requests were too long to be resolved. Olivier Jacod concluded: “So one of the possible answers is to set up a portal so that users themselves can enter their requests through the form.” The workflow then transmits the entered information to the correct contact and can track the progress of the file .

The ITSM solution used by Servair before the maintenance contract expires, and for various reasons, adding a portal to it seems complicated. Then, the IT department decided to change the tool. “We have launched the PoC [test de faisabilité] Of the two solutions on the market, Easyvista and ServiceNow are both in SaaS mode because we want to get rid of infrastructure constraints and version upgrades,” explained the operations director. Both solutions meet specifications and have the same price. Therefore, for For IT departments, the choice is not easy. In the end, the portal’s ergonomics and easy-to-accept operation-no training required-pushed the scale to ServiceNow

. Maintenance of existing software will stop soon, so new solutions must be deployed quickly. Aspediens, an integrator supporting PoC, provided Servair with a Starter Pack method. Olivier Jacod explained to us that this provides settings for major ITIL processes, incidents and problem management. “This makes it possible for us not to start with white paper, but only to adjust the configuration, which helps us to maintain progress.” In fact, the project started in early July 2014, and three months later on October 1 Put into production.

Decision trees can provide better recommendations

Today, 100% of requests are made through the user portal, after which these files will be managed. The implementation process also includes an event management module, which transmits the request to the support chain. “We have created a service catalog on the user portal,” Olivier Jacod explained. There are classic office problems (for example, creating an application account), installation of new equipment, printer connection, etc. The portal provides tables for each major service type. “Each department has created a certain number of forms, which makes it possible to handle 95% of requests.”

Among the benefits provided by the SaaS solution, the IT department noticed that time was spared for the service desk, which handled a quarter of the requests. Olivier Jacod pointed out: “For us, this directly saves the number of cases managed, and the service desk team can focus more on the number of cases that it knows how to resolve.” This can reduce the case resolution rate from 10. % Increased to 15%. “We can still improve it because we are building a portal that focuses on application incident management. These are more complex forms with decision trees to qualify requests. Therefore, we want the help desk to focus on what they must resolve Servair also chose ServiceNow’s Change Management (ITIL) module. “This used to be a very manual process. Now, it is largely automated, including verification steps with workflow management and selection criteria for each change. The CIO emphasized that this allows us to ensure that changes are fully captured.

Mapping table for all services

Therefore, the results of the project are usually very positive. “In terms of service quality, the goal has been achieved, and users have gained autonomy and can make requests. Now, all of these have the appropriate qualifications and go directly to the team responsible for managing them. An investigation is underway among users, preliminary The results showed that they were satisfied with the portal. The schedule and budget were retained, and the team maintained autonomy on the tool every day.

Having said that, no matter how satisfying, the project is not without difficulties, especially in terms of realizing the portal. “In ServiceNow, it is very easy to create workflows and forms, but if you do this, the solution will soon become unmaintainable. There is one important point: detailed work must be done on the request management engine,” Olivier Jacod explained. “You must create a mapping table for all requests, all application services and all modules. This table will direct each request to the correct workflow and the correct participants. Servair’s CIO pointed out: “And this is not a standard configuration. In order to add a new service, his team can now modify the table, “and in the standard case, you have to re-create the form and workflow every time.”