A continuous quest for improvement

France’s Ministry of Armed Forces is responsible for protecting the country’s territory and maintaining its sovereignty abroad. Its General Secretariat has 75,000 staff who provide support in areas such as finance, legal, HR, and military-specific matters through over 3,000 separate systems.

The General Secretariat is in a constant state of transformation, and continually aims to improve and streamline its operations. It therefore wanted to accelerate its service delivery and avoid having to build new platforms for each individual request. It saw that a multi-service platform would enable it to meet this requirement by handling a large and diverse range of processes. ServiceNow—specifically IT Service Management (ITSM), Strategic Portfolio Management (SPM), Enterprise Architecture (EA), Customer Service Management (CSM), and ServiceNow Impact—was the logical choice.

The General Secretariat now uses App Engine to develop solutions tailored specifically to each business need, with ServiceNow’s pre-packaged workflows and processes covering a variety of use cases and accelerating the implementation process. On-site installation met critical security requirements, while tools and capabilities such as RPA, chatbots, and artificial intelligence will cut deployment times significantly.

The General Secretariat plans to use CSM to monitor the ministry’s long-term engagement and interaction with young people through the Innovative Defence Pathway, ahead of potential recruitment at around the age of 25. It also uses ServiceNow Impact to ensure the best possible levels of support from ServiceNow, including the platform’s structure, architecture, and configuration. ServiceNow Impact provides a dedicated team that handles ongoing support and problem solving and helps the General Secretariat to outline and develop the platform’s present and future structures to ensure maximum effectiveness and ensure that it continues to provide value to all its departments.