Facing unprecedented change, National Grid seeks to align IT strategy with company ambitions
As one of the world’s largest investor-owned utilities focused on electricity operations and gas transmission and distribution, National Grid connects millions of people to the energy they use, bringing heat, light, and power to customers’ homes and businesses—safely, reliably, and efficiently.
The needs of its customers, shareholders and communities are at the heart of National Grid’s business operations. With a vision that looks continually at the future, the company wants to deliver value and play an active role in helping to shape the energy landscape. However, with the energy sector undergoing an unprecedented rate of change, it was essential that National Grid’s IT strategy aligned with its ambition to develop and transform.
David Westwood, ServiceNow Platform Manager at National Grid, explains: “Evolving business models, the economic landscape, developments in technology, and changes in consumer behaviour mean our organization is constantly evolving. Our IT and digital teams needed to react to these changes faster than ever before to support the business vision.”
To keep pace, National Grid reviewed its approach to managing the huge volume of processes across multiple departments to make work simpler, while at the same time driving measurable business value.
ServiceNow helps National Grid automate and simplify IT processes
National Grid was already using ServiceNow to manage IT service delivery, but David knew there was a big opportunity to fully align the use of the Now Platform® to National Grid’s vision: “To exceed the expectations of our customers, shareholders, and communities today and make possible the energy systems of tomorrow.”
With the appointment of a new chief information and digital officer, the need to automate and simplify became a driving force. The Now Platform was placed at heart of this approach and the team jumped straight to the newest platform release to take advantage of the very latest technology developments.
“The implementation showed the real pace and agility of our team, upgrading in just six weeks to support 40,000 active users, and we achieved stability straight away,” says Joe Ridgway, ServiceNow Platform Architect at National Grid. “We had instant access to additional benefits in service, business, and operations management, and could show value to the wider business instantly.”
National Grid centralises IT infrastructure support, optimising performance and growth with ServiceNow
From an initial foundation of IT service management for incident, problem, and change management, National Grid has continually developed and built on the Now Platform to create a central control system for all IT and infrastructure-related support and development.
David says: “Given the scale of our business, even small improvements can have a huge impact on our overall performance."