ServiceNow enables self-service portal for Conagra Brands

Modernizing food brands and processes.
Conagra Brands is one of North America’s leading branded food companies. The company combines a rich heritage of making great food with a sharpened focus on innovation. Conagra’s brands like Birds Eye frozen veggies, Slim Jim meat snacks, and Hunt’s tomatoes offer choices for every eating occasion.

Headquartered in Chicago, the company has approximately 50 office and facility locations that make its portfolio of more than 80 frozen, snack, and staple food brands. Conagra has a strong track record of embracing change and in doing so, has transformed its business into a stronger organization that continues to meet the evolving needs of consumers and retail customers.

Reducing dependency on first-line support
To safeguard the technology with which Conagra’s talented employees work, the company needed to replace its legacy IT service management solution. The service model relied on first-line support services that were outsourced internationally and didn’t enable self-serve or automation.

Rapid deployment of a new platform
When Conagra decided to implement ServiceNow IT Service Management (ITSM), it had just 15 days to get its minimum viable product (MVP) in place before its previous solution expired.

With ServiceNow ITSM in place, the team also rolled out ServiceNow IT Operations Management (ITOM) in June 2020, started work on configuring its configuration management database (CMDB), and created an app using Now Platform App Engine to help the IT team approve requests faster.

“Using ServiceNow ITSM and ITOM together is really powerful to enhance monitoring and incident management,” says Dennis Piper, Global Operations and Service Delivery Manager at Conagra. "It would be much more challenging to get that level of visibility if we were using tools from multiple vendors.”

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Knowledge is power
The Conagra employee-facing portal built on ServiceNow empowers team members to access a bank of 500,000 knowledge articles to resolve simple IT problems without needing to contact the support desk. For example, users can find instructions on how to install the Now Platform app on their phone to start approving requests. With calls reducing from 350 per day to just 80, the company is currently outsourcing to a team of six rather than 27 first-line support agents.

Improving incident management
While ITSM is supporting a better user experience, working together with ITOM the solutions have unlocked greater visibility and control over the IT estate. In the event of a critical incident, notifications are automatically routed to the right person at the right time to safeguard system availability.

“Taking a platform approach to our digital transformation has simplified event management and reduced complexity,” Piper explains, “and as the platform matures, we can start getting even more value from the partnership.”

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