ServiceNow for end users-markets and trends-Funkschau

Thanks to good service management, the process is faster and more precise. This case study shows how energy supplier E.ON, together with ServiceNow and Infosys, successfully reformed IT service management and extended efficient services to end customers.

As an international energy supplier headquartered in Germany, E.ON has set its own goal of becoming the preferred partner for energy and customer solutions. The company currently has 75,000 employees worldwide, but it faces the complexity of its service management system and numerous legacy systems provided by third-party providers. This complexity makes the development of IT management tools and processes a challenge.

The focus of E.ON is to modernize IT service management, but the value-added lies in the related transformation of the business-the transformation of IT from a “promoter” to a strategic partner.

Complex, heterogeneous and outsourced systems

The E.ON IT service team must find solutions for complex service management systems, including service tickets sent via email and lack of a process for prioritizing them.

In addition, various IT service management tools provided by suppliers are used, such as service desks, data center operations, end-user computing, service catalogs, and self-service portals. This is exactly what Ivo Gudelj, head of IT service integration at E.ON Digital Technology, wants to change. However, extensive adjustments have made system upgrades more complicated. In the first step, E.ON brought all the responsibility for the IT service management process back to the company-which eventually led to the gradual reallocation of all tools and data to E.ON. This is where ServiceNow comes into play.

1. ServiceNow for end users
2. Switch to ServiceNow

3. The impact of the results