Eliminates manual applications
Automates IT service management
Brings transparency to IT operations
AEGIS thrives on ITSM, seeks to modernize with help from ServiceNow
The AEGIS IT Office of the CIO consists of PMO, IT Governance, Compliance, IT Finance, Service Management, IT Strategy, and Procurement departments. The IT team wanted a modern solution for service management but also wanted capabilities to meet their needs in project management, compliance, IT finance, and other areas. Self-service and transparency for IT and its internal customers were also needed.
Himanshu Pandya, Sr. Manager at AEGIS says, “The business case and the value proposition of having one integrated system to manage the majority of our processes was a no-brainer.”
“We realized that we could do a lot more a lot faster with ServiceNow,” says AEGIS IT Project Manager, Steve Sikora. AEGIS IT understood how much it struggled with unstructured email, phone calls, and centralized documents, such as spreadsheets in the course of its day-to-day business. They wanted a better way to systematize and automate work requests and processes. “It’s about productivity and the ability to monitor and track the world that you’re responsible for,” explains Paul Hartmann, Compliance and Security Manager at AEGIS.
ServiceNow delivers a customizable, automated business solution
AEGIS began using ServiceNow to run the business of IT. It also wanted to create a centralized portal for employees to make various requests solve issues through a knowledge base, check the status of requests, and find information during an emergency. Once AEGIS automated IT functions, it quickly realized the potential of the Now Platform® to automate other business processes.
“We went to the three-day admin class for ServiceNow and we had the Incident Management and Change Management applications up and running a month later,” says Steve. Within a month, ServiceNow was live for IT. From there, the team began developing a centralized self-service portal and started creating custom applications on the Now Platform to meet specific business needs.
AEGIS applies service management across the enterprise
Compliance and Security Manager
In addition, emails from employees to facilities can be automatically converted into facility requests. These requests are then automatically assigned to facilities team members. Urgent issues are prioritized for immediate response and the workload and performance of each team member can be easily tracked. Managers have insight into what each person is working on, how quickly they were able to respond to requests, and how long various issues take to resolve.
AEGIS success with ITSM leads to demand for more throughout the company
ServiceNow ITSM is now part of the AEGIS IT strategy. AEGIS IT understood how an automated service model could apply to almost every department and function within the company. Moving away from email, phone calls, and spreadsheet applications to an automated system—where everything is integrated by a single data model and management structure—profoundly changes the way work gets done.
It also brings a new level of reporting and understanding. Moreover, the cloud-based SaaS delivery model of ServiceNow is considered a significant benefit.
“Almost all of the time we spend on ServiceNow is to develop or test enhancements to features and functionality. We don’t have to spend any time dealing with the server configurations, patches, or upgrades. To me it doesn’t get any better than this from a productivity and time-to-market standpoint,” says Himanshu.
Demand for ServiceNow ITSM is spreading across the company. Based on the success with the Now Platform, other divisions have begun asking for solutions.
“For us, getting this rolled out shows that the product works beautifully. It’s growing organically,” adds Himanshu. Paul concludes, “If a group is using a spreadsheet to maintain data and organize work, it should be brought into the Now Platform. That makes it actionable, and we can track it and report on it.”
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