Option Solution ServiceNow·iTPro.fr

Servair is a leader in the airport field and has chosen to adopt the SaaS ServiceNow solution to facilitate the processing of customer needs.

Olivier Jacod, Servair’s IT department operations director, reconsidered his choices and explained the various advantages he gained from these solutions.

iTPro.fr: Why choose ServiceNow solution?

Olivier Jacod : We made this choice during 2014. We are equipped with another tool to manage all user support files, including incidents and requests.We have Want to develop our tools to create user portals and Allow users to send requests by themselves while improving the service quality and responsiveness of the IT team. Previous tools did not provide sufficiently advanced features in this regard. In 2014, we consulted the market, Take advantage of this project to change tools. After conducting POC using several tools on the market, the choice fell on ServiceNow.

What are the benefits of ServiceNow?

We have some controversies about the choice of tools.First, he must Meet the expected functionLike the previous tool, it can manage our events and requests, and has an ergonomic user portal that is easy for users to use. We are also looking for a tool that is easy to manage. Servair’s IT department consists of about 30 people, among them, Three person management user support.

The goal is actually to have a tool that is easy to use and easy to manage. These are powerful arguments in the selection criteria.We are looking for a Tools in SaaS mode In order to simplify the management of tools, we have established a candidate list based on this standard. ServiceNow provides a real advantage in this area through the real industrialization of the SaaS model.

The biggest influence on our decision is Implementation speed. We started with the integrator Aspediens, who brought us an important starter package. The solution is pre-configured. We did not start with a blank paper, but adjusted the pre-configured content according to the Servair context. This is the key to the speed of project implementation.

Even though most tools on the market have multiple modules and cover most of the scope, Integration between modules ServiceNow is very successful. Therefore, each module is tightly integrated with other modules (links between incidents, problems, changes, fleet management, etc.). This is a very positive aspect. In addition, through the user portal for integration, which can attack different functional modules.

How is the result?

We changed the tool, but it did not have any negative impact on service quality. As a result of 2 to 3 hours of publicity, all the support teams in ISD made the transition from the old tool to the new tool very simply. We have maintained the ISO function without any negative effects.

The second point is that as soon as newcomers arrive in the IT department, they can get started faster than before. Special tools Much easier.

Third, the establishment of a user portal enables the service desk to truly focus on incident management.We noticed a significant improvement in service quality: Incident resolution rate has increased 15 points: 7 out of every 10 public tickets are resolved directly at the service desk level because we have freed up time to concentrate on handling the incident.

In the past, the event channel and the request channel were the same, which could be a phone call or an email sent to the service desk. The implementation of the portal allows us to make requests directly to the correct support team and provide the information needed to directly respond to the request.

Nowadays, 100% of requests go through the portal. Users can find the appropriate form according to their requirements, and the form is sent directly to the correct support team without going through the help desk.