SAN DIEGO – March 6, 2013 – ServiceNow (NYSE: NOW), the
enterprise IT cloud company, today announced that Pacific Aluminium is
using ServiceNow software‑as‑a‑service to successfully
provide a new level of IT service delivery across its mining, refinery
and smelter operations in Australia and New Zealand.
Pacific Aluminium went live in 30 days using ServiceNow to manage IT
management, knowledge base and self‑service
catalog. The company reports that it benefits from ongoing monthly
operational savings of 20 percent by insourcing its IT service team.
With about 100 business and IT support analysts, Pacific Aluminium
uses ServiceNow to serve over 4,000 end‑users and deals with
approximately 600 IT service events and requests a week. The
implementation of ServiceNow met deployment timelines, achieved cost
savings and rapidly improved the service experience.
"Our reputation as a very young IT department was at stake, so
we needed a successful deployment that could immediately solve our
needs," said Gavin Bills, general manager of IT, Pacific
Aluminium. "With ServiceNow, we have created a self‑service IT
environment that enables us to stay ahead of employee and
organizational demands as well as lets us focus on driving business
evolution and growth."
"Operationally, Pacific Aluminium achieved ROI when that first
support call came in to IT because they established a capability that
hadn't existed 30 days before. From day one, they received feedback
from employees that the service is fantastic," said Matthew
Campbell, director at Service Potential, the system integrator
instrumental in the deployment. Campbell recommended ServiceNow
because it closely suited Pacific Aluminium's requirement of agility,
flexibility and rapid deployment.
ServiceNow also provides Pacific Aluminium with streamlined features
including reporting tools and self‑help options for tech‑savvy users.
With access to over 150 knowledge base articles, employees can find
solutions for their issues 24 hours a day, seven days a week, without
phoning for support and waiting for a response or a change request.
"Pacific Aluminium's experience highlights just how customers
can quickly go live with ServiceNow," said Beth White, chief
marketing officer, ServiceNow. "The rapid automation and
globalization of services means that customers can immediately
transform the IT service experience."
ServiceNow is the enterprise IT cloud company. We focus on
transforming enterprise IT by automating and standardizing business
processes and consolidating IT across the global enterprise.
Organizations deploy our service to create a single system of record
for enterprise IT, lower operational costs and enhance efficiency.
Additionally, our customers use our extensible platform to build
custom applications for automating activities unique to their business
requirements. For more information, visit www.servicenow.com.
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