SAN DIEGO — Oct. 18, 2011 — ServiceNow, the creators of SaaS for IT, today announced today announced it has
Dmitrovic, senior IT service process manager at Symcor, as the
latest ServiceNow IT Hero of the Month. The ServiceNow IT Hero of the
Month program recognizes the outstanding achievements of the people
who transform IT. Symcor is one of the largest financial processing
companies in North America, employing more than 6,000 people across 29
locations. Aleks took an inclusive approach in redesigning Symcor's IT
service management (ITSM)
processes for this Canadian company and its large, distributed user base.
Aleks leads the service delivery division of Symcor's enterprise
service process management team, helping the IT organization deliver
strategic capabilities to internal users and external clients. Using
ServiceNow, Aleks has reduced Symcor's service delivery and support
costs, more closely aligned technology processes to business goals,
and increased end‑user productivity and satisfaction.
"It's tough to convince people to change their IT service
processes because it's easy to stay with what you know," said
Aleks. "To gain executive buy‑in, we conducted nearly 30 demos
and interviewed IT process users along with middle management. When my
team finally got its hands on ServiceNow, we were like kids in a candy
store. But it was critical to build the business case up front, like
we did, supporting it with user feedback."
When Symcor's incumbent ITSM tool reached end‑of‑life in 2011, Aleks
had to choose between a difficult and expensive migration or finding a
new solution that would allow Symcor to redesign its IT processes to
accommodate the way people work and how his business wanted to run.
After careful evaluation, Aleks chose ServiceNow for incident and
problem management, change and release management, knowledge
management, service catalog and request portals, and performance
reporting to start.
"The flexibility of SaaS from ServiceNow has allowed Symcor to
streamline our IT processes and automate work to ensure that resource
requirements remain stable while demand for IT services
increases," said Aleks. "I don't have any software
developers on my team. My admins are business process folks, so it's
actually business people handling the ServiceNow implementation at
Symcor on their own. Because ServiceNow creates a common platform to
both develop and execute processes and applications, we spend less
time fixing technology problems and more time creating business opportunities."
Symcor's previous IT service software could not differentiate
service incidents from service requests, clogging the company's IT
help desk with invalid tickets and slowing resolution times.
ServiceNow created an avenue for handling these service requests
through a self‑service portal. Instead of calling the IT help desk and
logging a request as an incident, users can browse Symcor's new IT
service catalog and request portal to get the help they need. This
streamlined approach helps users triage their own requests and creates
data for IT trending and reporting.
Aleks used ServiceNow to create a strong IT process core and a
framework for process evolution and new applications. Future plans
include a business intake module on ServiceNow, as well as a CMDB
project formalizing resource workflow to create an end‑to‑end map of
services across the organization. The company is also evaluating
ServiceNow Social IT and plans to use ServiceNow surveys to collect
user feedback and keep the focus on the needs of the people and the business.
Symcor Inc. provides infrastructure services for
transactions involving checks, lockboxes and credit cards, as well as
statement‑to‑payment services. Symcor's processing services bridge the
paper and electronic environments, enabling customers to
cost‑effectively streamline operations. Employees across Symcor's
North American operation are dedicated to helping customers achieve
success in their markets. Corporate offices are located in Toronto,
Ontario and Atlanta.
To learn more about past ServiceNow IT heroes, or to nominate the
next IT hero, please visit www.servicenow.com/heroes.do and share your story.
ServiceNow will announce a new winner every month. Winners receive one
complimentary registration to a Knowledge user conference in addition
to a chance to meet with Fred Luddy, ServiceNow founder and chief
product officer, and members of the ServiceNow development team.
ServiceNow was created to break all the old rules of enterprise IT
management software. Born in the cloud, ServiceNow makes IT immediate,
social and intuitive. From the beginning, the company set out to give
IT people powerfully simple cloud
services that just work. Today, the world's most recognizable and
innovative companies rely on SaaS from ServiceNow to transform IT.
Founded in 2004, ServiceNow was recently named by Inc. 500 as one of
the fastest‑growing companies in the world and is the undisputed
market share leader in SaaS for IT. For more
information, please visit http://www.service‑now.com