Global pure-play ServiceNow partner Thirdera, through its Australian acquisition Service Line Solutions (SLS), has upgraded Yarra Valley Water’s utility ServiceNow environment to adapt to the changing workplace.
The utility (YVW) brought upgrades to overhaul its workplace practices to cope with the COVID-19 pandemic, and its IT systems to integrate approximately 20 applications into a single platform.
Thirdera deployed ServiceNow Workplace Service Delivery and IntegrationHub over a six-week period to meet those needs, by digitizing desk reservations and installing a centralized portal for apps.
“Yarra Valley Water has implemented several other ServiceNow modules, so when the organization wants to manage their employees back to work, it is looking for a product that can do the job as part of its existing investment in ServiceNow , ”Thirdera vice president of consulting and operations and SLS co-founder Girish Ramkrishnani said.
“The COVID-19 response product was still new at the time, so we decided to run a four-week proof of concept (POC) to see if it worked for Yarra Valley Water. ServiceNow comes to the party by responding to requirements and modifying or using product enhancements very quickly to keep pace with the ever-changing COVID-19 pandemic requirements. ”
Ramkrishnani said the POC was successful enough to allow Thirdera to open other service delivery areas in the YVW workplace.
The solution introduced employee registration, approvals and movement tracking through the platform’s desk reservation system, with features such as mapping the entire office space and a way finder function.
Ramkrishnani added that YVW, as a government-owned entity, also has a dedicated COVID-19 response team that liaises with Thirdera on the project, ensuring that all parties are updated on changing trends. required.
“Every week we expect the project to change, where something we did has to be scrapped whenever the requirements change,” Ramkrishnani said. “But we responded to all of that in a very quick way and still delivered within eight weeks.”
YVW senior IT service delivery manager Kowsikaraman Pattabiraman said, “With the change in health guidelines, we need to quickly adopt a solution that is readily available to employees when we start back in the office. ServiceNow allows us to achieve this. ”
Following the deployment of Workplace Service Delivery, Thirdera brought IT service management (ITSM), IT operations management and IT asset management products to ServiceNow to integrate YVW’s 20-plus application, as well as automate the delivery of organization’s IT services and measure performance in real-time.
The portal replaced a Cherwell-based system, which took longer before the changes were implemented and lacked self-service capabilities.
ITSM helped improve YVW’s incident request tracking and analytics access on ticket requests and response times and reduced employee onboarding time from hours to minutes. Meanwhile, ITOM has provided greater visibility into insights across YVW’s infrastructure to maintain service health, and to optimize service delivery and spending.
Yarra Valley Water general manager for service futures Glenn Wilson said, “We see ServiceNow as our strategic partner rather than just a service management provider.”