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Process Automation in Your Digital Enterprise

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Bristow Group explains how moving from complicated legacy systems helped bring their enterprise into the modern age.

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Process Automation in Your Digital Enterprise

  1. 1. © 2017 ServiceNow All Rights Reserved 1© 2017 ServiceNow All Rights Reserved Process Automation in Your Digital Enterprise Bristow Group Transforms with Process Automation Todd Zambrovitz Director of Product Marketing, Platform ServiceNow Adil Ahmed Director, Information Architecture & Knowledge Systems Bristow Group Inc.
  2. 2. © 2017 ServiceNow All Rights Reserved 2© 2017 ServiceNow All Rights Reserved Cloud Infrastructure BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE Create Your Lightspeed Enterprise™ With ServiceNow Platform Workflow Engine Single Database Contextual Collaboration Service Catalog Service Portal Subscription & Notification Knowledge Base Developer Tools Intelligent Automation Machine IntelligenceBenchmarks Analytics ... .... . . .. .. . . . . . ... .... . . .. .. . . . . . . ... .. ... ... .. ... . . ... .... . . .. .. . . . . . . ... .. ..... Secure & Compliant ScalableMulti-Instance
  3. 3. © 2017 ServiceNow All Rights Reserved 3 Bristow Group – Company Overview • Leading provider of global transportation services to the offshore energy industry • World’s largest commercial helicopter training service provider • Global Helicopter and Fixed Wing operations • Search and Rescue services • 60+ locations in 22+ countries • 3700+ employees • 1800+ pilots and engineers
  4. 4. © 2017 ServiceNow All Rights Reserved 4 Project Background • Legacy homegrown ticketing system • Regional and process silos • Started with IT Service Management – Incident, Change, Problem – Knowledge – Timecards – ITIL training for IT • Global deployment in June 2012 • Followed by Fleet Support and HR
  5. 5. © 2017 ServiceNow All Rights Reserved 5 Enterprise Service Management Framework: • Embed service management into user experience • Easier to report issues or request from within application user interface • Streamlined routing to assignment groups  faster resolution • Contextual details included in request  faster resolution, less back-and- forth • Reinforce service management standards User Experience Standards Governance User Experience
  6. 6. © 2017 ServiceNow All Rights Reserved 6 Enterprise Service Management Framework: • Standards, shared definitions and practices • Service Requests: something’s broken; I need something; I have a question • Category, priority, risk assessment • Routing, escalations, approvals, notifications • Branding and user interface Standards Standards Governance User Experience
  7. 7. © 2017 ServiceNow All Rights Reserved 7 Enterprise Service Management Framework: • Centralized project funding model • Prioritization of product backlog through community of business process owners • Consistent reporting of monthly metrics and KPIs – Mean Time To Resolution (MTTR) – Aging – Re-open and re-assignment rates – Overall customer satisfaction score – Service levels for resolution and response times Governance Standards Governance User Experience
  8. 8. © 2017 ServiceNow All Rights Reserved 8 Solution Development Methodology 2012 2013 2014 2015 2016 2017 Plan & Design • IT Service Management • IT Service Catalog • Facilities Management • Fleet Support • HR Shared Services • Control Self-Assessment • IT SDLC • Master Data Management • Maintenance Planning • 2 x Platform Upgrades Major Releases (11) • 223 minor releases over 5 years • Enhancements and new features • Borrowed agile development principles Minor Releases (223) Design Principles • Form and function • Start simple; evolve over time • Predictable user experience • Beat performance expectations • Continuous value delivery
  9. 9. © 2017 ServiceNow All Rights Reserved 9 Accelerating Organizational Learning ESM • Standards • User experience • Governance Organization Learning • Enhancements ideas • User engagement • Prototype • Pilot Innovation • Incremental value realization • Culture of service
  10. 10. © 2017 ServiceNow All Rights Reserved 10 Organizational Change: Fleet Support and Global Service Center Regional Technical Support Global Fleet Support Global Service Center (GSC) - Regional team supporting UK and Nigeria - Limited support across time zones - Paper and email based processes - Introduced ServiceDesk for Fleet Support - Expanded coverage to Australia, Norway, USA - 22-hour service coverage - Case managing all Aircraft On Ground (AOG) - 24/7 global coverage with phone support - Integrated process for tech support and supply chain
  11. 11. © 2017 ServiceNow All Rights Reserved 11 Business Impact: Maximizing Aircraft Availability
  12. 12. © 2017 ServiceNow All Rights Reserved 12 Business Impact: Managing Hyper-care for Global Flight Ops Platform Deployment • Used ServiceDesk to manage the deployment of global programs • Helped decision making around resourcing, training, knowledge gaps, process improvements eFlight Program Open Issues Trend from July 2016 – Jan 2017
  13. 13. © 2017 ServiceNow All Rights Reserved 13 Service Management Process Automation • Automated routing • Category based routing • Rule based • System generated requests • Automated fulfillment • Orchestration: Active Directory, SharePoint, PowerShell • Evaluating REST API • Identify candidates for automation • Stable processes • High request volume • Expectations of faster fulfillment • High non-compliance risk Request Approval Fulfillment • Repeatable design patterns • Approvals: One-up; data-owner; functional leader • Standard escalation processes • Auto-resolve after 3 reminders over 3 weeks
  14. 14. © 2017 ServiceNow All Rights Reserved 14 Value Outcomes 20%Automation 537Service Catalog Items 155 catalog items with some level of automation 20% of 64,414 requests are fulfilled automatically
  15. 15. © 2017 ServiceNow All Rights Reserved 15© 2017 ServiceNow All Rights Reserved 1 2 3 Top Takeaways Expand the service management framework well outside of IT into operations and other business functions Automate processes by leveraging the platform Transform by learning, continuously improving, and developing a culture of service
  16. 16. © 2017 ServiceNow All Rights Reserved 16© 2017 ServiceNow All Rights Reserved The ServiceNow Platform Helps Address: Manual Processes Processes Spanning Multiple Systems Slow Solution & Application Development Lack of Resource Reusability Legacy User Experiences Infrastructure Complexity
  17. 17. © 2017 ServiceNow All Rights Reserved 17© 2017 ServiceNow All Rights Reserved The ServiceNow Platform Automate Business Processes Faster Safely extend service management and application development Accelerate Your Application Development Never start from scratch with a rich set of application building blocks and reuse on a Shared Services-ready platform Provide Users Modern Experiences All business processes and applications are automatically mobile- enabled with customizable UX Connect Your Enterprise No data silos architecture and simplified integration with auto-generated and scripted APIs
  18. 18. © 2017 ServiceNow All Rights Reserved 18 Want to learn more? Get the full recording of this webinar! Todd Zambrovitz Adil Ahmed Director of Product Marketing, Platform Director, Information Architecture & Knowledge Systems ServiceNow Bristow Group Inc.
  19. 19. © 2017 ServiceNow All Rights Reserved 19

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