Albéa wants to automate its service desk, simplify this service, and integrate business and IT rules transparently. In order to achieve this goal, the first place in cosmetic packaging chose ServiceNow’s SaaS.
The world leader in cosmetic packaging (tube manufacturing, dispensing systems-pumps, applicators, etc.-and marketing of beauty accessories), Albea Group She was born in 2010 after the American investment fund took over the beauty department of the Alcan Group. The Group benefits from more than 50 years of experience. The group has 16,600 employees in 38 industrial bases in 14 European countries and a turnover of 1.4 billion US dollars.Its IT campus has more than 5,000 computer workstations.
“To manage and integrate the information systems of these different companies, it is necessary to create an IT department,” Remember Walid Ghalaini, the service manager of the Albéa IT department. “Innovation is at the core of strategy and corporate image, and IT must adopt this value. Demand for ITSM solutions [NDLR : Information Technology Service Management ou gestion des services informatiques] Prompted us to study solutions in the cloud. “
In May 2014, the company decided to automate its IT processes from start to finish to manage user requests in order to improve the quality of services provided to them. One service desk manages about 600 requests per month.
This commitment is based on the fluidity of workflows and the simplicity of service catalogs, as well as powerful business process solutions. Therefore, the project needs to optimize the operation of the IT department’s infrastructure.
More precisely, the project initially involved Service desk automation Through the integration of standards and operating rules (naming conventions, business rules (HR), IT rules, etc.), processes (verification, upgrade plans, support plans, etc.) and technical aspects (mapping ITSM solutions and other infrastructure components).
ServiceNow’s choice: more than just SaaS
Albéa is choosing a new and rapidly growing company: ServiceNow and its SaaS ITSM. However, the cloud model is just one of the reasons to choose ServiceNow.
“Its ease of use, rapid deployment and feature richness have won us victory. In addition, the possibility of using only certain features and paying only for use is a clear advantage,” Walid Ghalaini reports. “As Fred Luddy, the founder and director of ServiceNow, explained, two principles are important: Let the industry lead the project, start small and expand the project.”
Albea team composition Key user (IT representatives in each industry) and ISD member Then enter the research phase to write detailed specifications for incident management, change management, and a rich knowledge base and good practices.
Before choosing a solution, Albéa requires applicants to conduct an advanced presentation. “As part of the POC (proof of concept or demonstration prototype), ServiceNow was able to show us that the solution can meet automation expectations. They hired a technical consultant to deploy and transfer skills for our team. Otherwise, for each In the event, one of their experts will quickly intervene through an automated service catalog without paying additional fees,” Reporting service manager.
Whoever gets healthy slowly
The first task is to quickly deploy part of the solution and gradually enrich the automation through other processes. Doesn’t this mean that the complete solution is not fully utilized?
“With ServiceNow, incident management can be used without having to integrate SLAs. This is great for us because it is possible to add more intelligence to the system over time. The group was different in 2010 from 2014. For us In other words, the first task is to meet current expectations first. This led to the creation of the IT department and the choice of a solution that is based on good practices, can meet the minimum support, and has been accurately integrated into ServiceNow ,” Walid Galeney answered. “We know that we will not use all the functions and modules of ServiceNow. However, we can already use the common foundation to plan and determine the content (automation, supervision, knowledge base, etc.) that will serve us in the future by reusing the work that has been done. “
Satisfied users and IS under control
Today, key users (IT correspondents in business units) connect to the service catalog and create users by entering their last name, first name, and location. The system checks the data and automatically generates an email and password according to the naming rules. Active Directory account Automatically created In a few seconds According to the predefined rules and there is no risk of error, and sent them a message to the infrastructure manager. Response to integrated control and standardization requirements. ” ServiceNow enables us to effectively respond to these expectations expressed by users in recruitment, such as,” Emphasizes the service manager.
In terms of process, ServiceNow’s visual interface is based on a repository that groups rules so that Deploy workflow under control. In order to effectively meet the technical expectations of the project, the solution is based on a simple architecture. The solution is deployed based on a single VM, and the transaction success rate is close to 100%.
40% of the service desks are fully automated and the results are encouraging. However, the sequence of automated tasks (workflow) can be defined, including manual intervention or verification. In addition, the resolution time for each request is 2 minutes and 12 seconds. In the end, hundreds of hours of work were saved on non-value-added tasks, and multiple errors were effectively eliminated.
“The users of this IT solution are satisfied with the results and deadlines,” Assure Walid Ghalaini. “Nowadays, everyone is using the Web and expects its response level to be equal to the response level they can find on the best Web services, such as setting up an online email account. And if the business world is much more complicated than these general public services , ServiceNow will show users as simple (or even more sober) services and catalogs in the form of these sites. This conceals this complexity.”
In 2015, Albéa should extend its service to Windows applications. However, SAP is still working on it because of its complicated management of users and authorizations.
Photo credit © Tashatuvango-Shutterstock
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