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First Solar uses ITSM on the Now Platform
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First Solar drives continuous business system improvement with ServiceNow


Reduction in requests



More high-value requests

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Increased decision-making transparency

A leader in solar technology
First Solar is a leading American solar technology company and global provider of responsibly produced eco-efficient solar modules advancing the fight against climate change. Developed at R&D labs in California and Ohio, the company’s advanced thin film photovoltaic (PV) modules represent the next generation of solar technologies, providing a competitive, high-performance, lower-carbon alternative to conventional crystalline silicon PV panels. From raw material sourcing and manufacturing through end-of-life module recycling, First Solar’s approach to technology embodies sustainability and a responsibility towards people and the planet.

Modernizing mission-critical systems
As a world-class solar technology manufacturer, First Solar relies heavily on ERP and other business and manufacturing systems. That’s why the company has embarked on a comprehensive program to modernize and rationalize these systems.

As part of this transformation, the company wants to leverage out-of-the-box capabilities wherever possible, reserving custom development to fill crucial gaps and enable continuous business process improvements.

Driving continuous improvement
Using ServiceNow Continual Improvement Manager, First Solar can now structure processes to improve business systems. It gives the organization one place to collect and evaluate requests from the business, while automating end-to-end continuous improvement workflows. That means First Solar has a transparent decision-making process and can focus on what’s important for the business.

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First Solar
First Solar
Tempe, Arizona

We’re automating the front-end business approval processes based on people’s roles, so the good ideas come to the top.

Steve Vaughan

ITSM Process Lead


Focusing on improvements that matter
Since launching Continual Improvement Manager, First Solar has seen impressive results. Requests have dropped by 50%, while the proportion of high-value requests has increased. Thanks to solid processes, the business can now filter out low-value requests and focus on what matters. In fact, the quality of requests has increased so much that the organization now rarely has to say no.

Increased efficiency
It’s not just about higher-quality inputs. First Solar also sees value in having an automated continuous improvement process. Where previously requests got buried and could be overlooked, now the IT team can respond quickly, which means the business sees them as partners. And automation has made all back-end processes more efficient. For example, once an enhancement is approved, CIM automatically coordinates the implementation work. A complete end-to-end solution.

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