Hockey innovation never stops
As one of the most successful sports leagues in the world, with the fastest live action, the NHL has continually evolved the game, the fan experience and employee efficiency since 1917. But with 32 clubs, up to 16 games per day and over 1,300 games per season, the NHL faces unique challenges and complex operations. This requires a clear vision.
To continue creating change and innovation in all areas of the business, the NHL partnered with the ServiceNow Expert Services team to achieve its goals. From day 1, the Expert Services team was engaged in the vision and spent the first meeting listening carefully to the organisation's needs and ambitions. The Expert Services team understood that to support the excitement of game day, a well-thought-out game plan is crucial for success.
A large part of the vision was to enhance employee efficiency. Across 32 arenas, NHL technical coordinators were previously using chat messages to communicate and track pregame tasks, but they needed a mobile-friendly app to effectively monitor, track and create a real-time dashboard for NHL leadership. The NHL selected ServiceNow Field Service Management (FSM), which went live in just 10 weeks. Now, NHL Technical Coordinators and arena teams have visibility through their FSM-based Game Operations app to track time, staffing on any given night, puck management and more. This level of visibility helps operations to be ready before doors open to fans and the puck is dropped.
In addition to FSM, the NHL's ServiceNow intelligent platform also includes ServiceNow IT Service Management (ITSM), Strategic Portfolio Management (SPM) and App Engine, as well as Expert Services for deployment and ServiceNow Impact for long-term scale and success. All of it plays seamlessly together. For example, with the support of SPM, the NHL deployed ITSM in just 55 days, bringing employees and the IT department onto one platform and simplifying the IT incident and request processes.
The NHL is leveraging cutting-edge solutions to enhance efficiency, streamline processes and elevate engagement across various facets of the league. With the ServiceNow AI platform for business transformation, the organisation is quickly moving from reactive to proactive to predictive, delivering results with speed. So far, it's been a series of hat tricks, but the transformation is just beginning. And it's going to be good.