Berne-With the help of DXC Technology (NYSE: DXC), SBB is expanding its IT service management solution into a comprehensive service management platform covering business processes and IT operations. ServiceNow’s Now Platform® and the expertise of implementation partner DXC form the basis.
SBB has used ServiceNow’s Now Platform® for IT Service Management (ITSM) for about 6 years. In the process of implementing this cloud solution and continuing to further develop it into an integrated service platform, SBB has received support from DXC.
In 2014, SBB believed that the outsourcing IT service desk was too important as the central hub of the entire group and could not be provided by external service providers. As a result, key functions were brought back to the company in order to restructure IT operations and provide support to internal customers.
Central user
In order to assume the role of the central point of contact for the entire organization, SBB Informatik needed a new service management platform that first had to meet key IT standards: it should meet the needs of the IT service desk, such as incident, problem and change management for optimal coverage. ServiceNow’s cloud platform Now Platform® best meets these requirements.
In addition to stability and high availability, the platform is also impressive with its unified data model and efficiency improvements. For a company the size of SBB, the implementation of the new platform release takes only 10 days without shutting down the system. SBB also likes its focus on solutions for users and companies. Processes in all areas have been simplified and brought transparency to the work process.
Service management is not only in IT
With the commissioning of the ITSM solution, SBB and DXC experts identified further synergies that they would be happy to use. The interface between provider and inventory data allows an integrated view of the topology and relationships between configuration elements. This contributes to the development of knowledge management and the visualization of relationships in the service portal.
Further SBB business units have been continuously integrated into the service management platform-from on-site service management in the telecommunications sector to the last project in the field of human resources. The platform also provides a secure operation (SecOps) process for security management in the field of security incident management.
New projects in the field of passenger information are currently being implemented.
«DXC supports SBB’s goal of creating a centralized, unified and customer-oriented service management platform. We use our experience and expertise in IT modernization and cloud to support SBB in implementing ServiceNow solutions. DXC will continue to be a partner to further develop the platform and ensure that it meets internal and external requirements, further increase customer satisfaction and optimize operating costs,” said René Mulder, Managing Director of DXC Switzerland.
To the future through service management
“On the one hand, ServiceNow provides us with a foundation to more effectively support established processes in the field of IT service management, and on the other hand to optimize new processes across departments in the field of enterprise service management. DXC supports us in this work with its expertise”, SBB Product Manager Cornelia von Grünigen and Platform Delivery Manager Urs Krättli explained. “With the expansion beyond IT, we are moving towards end-to-end service management solutions. We can already benefit from it, and SBB customers can also benefit from it in the future.” (DXC Technology/mc/ps)
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