Accelerating the digital journey at SNCB
From online ticketing to station announcements, railways are accelerating their digital journeys. As SNCB accelerates digital adoption across the Belgian railway network, IT incidents shouldn’t hinder customers’ journeys.
Getting travelers to their destination quickly and comfortably requires a railway network that always runs smoothly. For that, its IT subsidiary Ypto must resolve incidents—and quickly.
If you aren’t aware, you can’t act
Typically, IT incidents at SNCB are related to the railway’s public website or ticketing system. Rapid resolution is as much about reaching the right person as it is about fixing the problem. “We wanted to evolve from a people- to a process-driven organization with effective standard processes to help people get their IT issues resolved quickly,” says Guido Lemeire, CIO of SNCB and CEO of Ypto, SNCB subsidiary and IT service provider.
Embracing digital technologies to improve efficiency
ServiceNow IT Service Management brings together multiple tools for logging IT tickets. The cloud-based platform provides a centralized incident management system that ensures everyone follows a standard and efficient process.
Around 4,000 members of SNCB’s 19,000-strong workforce use the system to log an average of 7,100 IT services incidents and requests every month. Whether a complex event or a simple request, users can follow up on their ticket, see who is dealing with it, and understand its status.
Ypto, together with its external IT partner TCS, monitors applications from ticketing to the public service announcement system. Issues are logged automatically, so ServiceNow IT Service Management sends out alerts whenever performance falls below par. “ServiceNow has helped us shift from availability monitoring to performance monitoring,” says Christian de Closset, IS Project Manager at Ypto.
Increased transparency ensures rapid resolution
Incidents that could previously take a day to resolve are now resolved within four hours.