NTT DATA announced on October 5 that it will apply a service management solution based on the ServiceNow platform to its internal system operation sites. Since the 1st, the company has been applying this solution. It will be applied to 100 systems within 3 years and is aimed at expanding its functions.
When NTT DATA investigated the internal system, it was found that due to the corona disaster, operational problems became obvious. Specifically, “many individual operations are difficult to integrate”, “because a separate system must be created according to customer requirements, the automation of operations cannot be carried out”, “operational basis and system dispersion” have become a problem and reduce work efficiency. “
With these issues in mind, the company has defined the six elements required to develop/operate a site in the new normal era (see figure below). For Corona’s operations, he said that business integration, automation and secure remote access are very important, and he has developed a service management solution that incorporates these elements into the company’s important systems.
What should be the development/operation site under the new normal (Source: NTT Data)
This solution defines a “standard service menu” common to all business areas and eliminates the trouble of creating a single operation task. For each menu, we provide applications that run in units called “application packages”, which include UI/UX (User Interface/User Experience), business processes, and automated execution modules. Fully use ServiceNow as the execution platform of the package. In addition, due to the characteristics of the project, if you want to use it more securely, please use “ServiceNow secured by VPN” to connect ServiceNow and the IT environment in a closed area.
Image of service management solution using ServiceNow (Source: NTT DATA)
By applying this solution, the process and infrastructure will be standardized, and the complex operation of each system will be released, thereby reducing the burden of each operation. In addition, by sharing human resources outside the system, resources can be allocated to core business.
NTT DATA regards ServiceNow as one of the core solutions in system development/operation and will use ServiceNow to solve customer business problems. The company acquired ServiceNow’s professional consulting company Acorio in October 2020, and will accelerate DX (digital conversion) support for customers in North America and other regions.
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