ServiceNow Japan GK (Headquarters: Minato-ku, Tokyo, Executive Director and President: James McClidi, hereinafter referred to as ServiceNow Japan) is the Toyobo Group (Headquarters: Osaka City, Osaka Prefecture, President: Ikuo Takeuchi), and is the IT service management company of ServiceNow ( Hereinafter referred to as ServiceNow Japan), ITSM), and announced the transformation of the help desk environment and incident management of the entire Toyobo Group.
The Toyobo Group develops a wide range of business areas around the world in the fields of “film/functional materials”, “mobility”, “life/environment”, and “life sciences”, aiming to create solutions that meet people’s needs. Mankind and the earth pass through materials and science. We have a “Team Continue”. Under such circumstances, the Toyobo Group is working hard to rebuild its company-wide communication infrastructure. As part of this, it decided to introduce ServiceNow’s ITSM in late August 2020, aiming to strengthen the IT service desk system. Toyobo System Create Co., Ltd. (Headquarters: Osaka City, Osaka Prefecture) is an information system subsidiary of the Toyobo Group. It is responsible for the planning, development and operation of information systems and has played a leading role.
The background of the Toyobo Group’s efforts to improve and strengthen the IT help desk system is to create an environment where the maximum performance can be achieved with limited resources. Specifically, we will strengthen the visualization and sharing of query content, classify and improve the response level of the responsible person, increase the self-solving rate of internal users, and predict the increase in queries caused by the migration to Microsoft 365. In addition, in view of the new coronavirus infection The spread of the Internet has led to changes in working methods, and we also intend to play a role in strengthening the remote office environment.
Therefore, the Toyobo Group aims to improve the quality and operational efficiency of the IT service desk by centrally managing and optimizing a wide range of inquiries, as well as increasing internal users’ satisfaction with the IT service desk. We decided to adopt ITSM for ServiceNow. The ServiceNow service portal is considered a major deciding factor. The easy-to-use intuitive user interface for users within the group is expected to increase the self-solving rate, which can be accessed from any device at any time, and points of data analysis and visualization are also evaluated. It was chosen from the perspective of easy-to-use ITSM, which allows internal users and IT help desk departments to communicate smoothly.
When introducing ServiceNow ITSM, the Toyobo Group paid special attention to the thorough review process, aiming to become a service portal that internal users can maximize use. We have begun to focus on incident management operations, such as comparing and verifying the process with the international standard ISO, and proactively acquiring ITIL (IT Infrastructure Library) qualifications and deciding to approach the process. In the future, we plan to start configuration management and asset management.
About four months after ServiceNow’s ITSM was put into use, the Toyobo Group evaluated the following points as effects.
- Help desk response from internal users is faster than before
- Now you can search for knowledge, improve the self-solving rate, and reduce the query time.
- Telephone inquiries mainly based on the IT service desk side have been transformed into e-mail-based inquiries. Through the linkage of inquiry mail and ITSM, the workload is greatly reduced. With the increase in the number of inquiries and the accumulation of knowledge, the response accuracy of the entire department has been improved.
- Centralized management and optimization of query content can also realize the visualization of business processes, make it easier to prioritize each person’s tasks, and establish a reporting process, which greatly helps improve productivity.
In the future, the Toyobo Group will enhance the chatbot and link it with ServiceNow to improve convenience and respond more quickly when incidents occur.
In the future, based on ServiceNow, we will activate company-wide communication. We will automate areas that can be automated by connecting with other systems such as sales and personnel, and connect with the Toyobo Group who masters the key to sustainable development. I want to strengthen the leadership.
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