Oshkosh realizes an enterprise platform vision with ServiceNow
Oshkosh decided it needed to replace its many legacy tools with
a unified IT management platform. However, it also had a vision to
deliver services across the enterprise–not just in IT, but in other
areas such as HR and facilities. Greg says, “This wasn’t about taking
small steps. We wanted to fundamentally transform our delivery
capabilities. That takes a true enterprise platform. And, once you
understand that you need an enterprise platform, there’s only one choice–ServiceNow.”
With ServiceNow, Oshkosh is saving $3 million in license,
maintenance, and hardware costs
Rather than take an incremental approach, Oshkosh pursued an
aggressive strategy. It decided to go live with a comprehensive
ServiceNow implementation, replacing all of its legacy tools at the
same time.
“Our go-live included service catalog, mobile, incident, problem,
change, knowledge, and configuration–and it was a huge success. We’ve
had no major defects since we launched, and we’re saving $3 million in
license, maintenance, and hardware costs. Plus, upgrades are now just
a change, and not a full-blown project,” explains Greg.
ServiceNow delivers immediate benefits as Oshkosh saves 8,000 hours
through process improvements
Greg describes the platform rollout: “With most rollouts, you
spend 80% of your time dealing with technology and 20% on business
process. With ServiceNow, we’ve flipped that to 20% technology and 80%
business process. That allowed us to deliver significant business
benefits out of the gate.”
With ServiceNow, Oshkosh has saved 8,000 hours of work through
business process improvements. For example, the company eliminated
36,000 unnecessary approvals, saving time and money. Oshkosh was also
able to structure its employee onboarding, transfer, and offboarding processes.
Oshkosh employee satisfaction with IT increases 6% in a single year
Oshkosh’s employees are equally impressed with ServiceNow.
Alicia Hopkins, IT Manager, Oshkosh Corporation, says: “Within a year
of launching ServiceNow, IT’s customer satisfaction rating rose by 6%.
That’s incredibly hard to do. Employees now see IT as efficient and
responsive, and that perception continues to build.”
That shift in perception is backed by hard metrics. Greg says,
“Shortly after we went live, we turned on ServiceNow®
Performance Analytics. That gave us the visibility we needed to drive
change and improvement. Before ServiceNow, we struggled to hit our
service level targets. Today, we’re exceeding targets for both
incidents and service requests.”