Internal deployment of service management solutions based on NTT Data and ServiceNow–Cloud Watch

NTT DATA company defined the ideal system operation mode in the new normal era on the 5th, and began to apply the service management solution based on “Immediate Service” on the digital platform to more than 100 own system operation sites. The announcement is complete.

When NTT DATA conducted an independent investigation on the internally operating systems, 1) it was difficult to merge because there were many separate operations, and 2) a separate system was created according to customer requirements. It is said that there have been three major system operation problems, such as the fact that operation automation was not carried out due to necessity, and 3) reduced work efficiency due to the dispersion of the operation base and system.

Taking these issues into consideration, in the new normal era, the six elements including development and operation are “anti-pandemic office”, “virtual collaboration space”, “centralization of key business”, “remote process management” and “Full operation.” Defines “automation” and “comfortable and secure remote access”.

The most important thing is that in Corona’s operations, we regard the three elements of “secure remote access”, “automation” and “business integration” as important, and provide ServiceNow-based service management solutions that combine these elements in together. It has been deployed to respond to important systems in the company.

In this solution, a “standard service menu” common to each business area is defined, thereby eliminating the trouble of creating a single operation task. For each “standard service menu”, an operable application is provided in the unit of “application package”, which is a set of UI/UX, business process and automatic execution modules.

Fully use ServiceNow as the execution platform of the “application package”. In addition, due to the characteristics of the project, if you want to use it more securely, we will provide an environment (ServiceNow protected by VPN) that connects ServiceNow and the ICT environment in a closed area.

Through the application of this solution, the process and platform are standardized, and the complex operation of each system is released. The advantage is that it reduces the burden of each operation. In addition, because human resources can be shared across systems, resources can be transferred to core business, and business is expected to accelerate.

In this plan, we aim to apply ServiceNow-based service management solutions to 100 internal systems within three years, and plan to further expand the functionality.