Sector: Manufacturing (electronics) · Platform: ServiceNow ITSM, ITOM, HRSD, MCO
The challenge
A leading electronics manufacturer with plants across Europe and Asia had a large ServiceNow estate spanning ITSM, ITOM, ITAM, HRSD and Manufacturing and Commercial Operations (MCO). The original implementation was delivered by another partner, and the company needed a strategic partner to bring the estate together and run it well across regions.
What we did
Right Prompt started as an advisor providing programme management across all ServiceNow initiatives, then took on design, implementation and multi-year support.
- Streamlined the ITSM CMDB, including discovery of storage and operational technology (OT) assets across multiple geographies.
- Revamped the service catalogue and change management, and supported HRSD and MCO for order-management processes.
- Integrated ServiceNow with SAP and other enterprise applications, so SAP acts as the system of record and ServiceNow as the system of orchestration.
- Managed annual ServiceNow upgrades and provided multi-year support across incidents and change requests.
The outcome
Right Prompt is now the manufacturer’s strategic ServiceNow support and implementation partner, running the platform in a global delivery model. A more dependable CMDB, including OT asset data, and a revamped service catalogue made ITSM more effective, while the HRSD and MCO work delivered further efficiency and productivity gains. Using SAP as a single system of record, orchestrated through ServiceNow, gives the business one joined-up view across functions.
Capabilities used
ITSM, CMDB & Discovery, ITOM, HRSD, MCO, SAP integration