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Telent uses CSM on the Now Platform
Telent logo marquee

Proactive asset management enables Telent to refine its customer service

300K

Assets managed proactively

500

Active platform users

<4

Months for successful migration

 

Effective management of critical infrastructure
Telent is a specialist in the design, build and management of the UK’s critical infrastructure. It works with some of the country’s major public service providers—from transport to network providers. Its transport business manages more than 300,000 assets, from traffic lights to CCTV.

These assets are critical to the smooth running of the UK transport network. As the country’s infrastructure becomes increasingly ‘smart’, with new 5G-enabled industrial IoT, this requires Telent to scale and provide real-time insight.

“There is an expectation among clients that assets can be tracked in real time,” says Reg Cook, Director – Asset Management at Telent. “Our work has helped raise industry expectations.”

This vast estate was managed via the TRAMMS (Transport Maintenance Management System) platform, an in-house solution for the road and rail sector, developed in 2003 and maintained by Telent over several years.

“TRAMMS enables us to manage all customer contracts, service provisioning and oversee service and performance management from a single system,” says Steve Dalton, Managing Director - Transport at Telent. “This includes incident reporting, field services and sharing real-time information with our customers. It plays a key role in our service provision.”

Steve describes TRAMMS as a “brilliant software product”, but one that was coming under increasing strain. It was proving expensive and cumbersome to upgrade, and Telent struggled to add new functionality quickly. In particular, Telent wanted to improve mobile access and refine the management of specific customer SLAs.

“We’re very proactive as a business to see value and seek opportunities, and believe in having the right tools and features. As the software development technologies evolve and the requirements change on a continuous basis, I encourage my team to explore the best solutions,” explains Steve.

Retaining control of the platform
ServiceNow Customer Service Management (CSM) and ServiceNow Field Service Management (FSM) enable Telent to redevelop its entire TRAMMS solution. The look, feel and name remain unchanged, but under the bonnet the system is now significantly more flexible, powerful and scalable. The design and implementation were carried out alongside ServiceNow partner, Highmetric, and migration was complete in less than four months, with minimal disruption.

This is not a managed service but one that enables Telent to retain the ability to manage the platform and add new features as required.

“This is not so we can retain control,” says Steve. “Rather, we have the in-house operational knowledge as well as platform expertise. TRAMMS is self-sustaining with minimum input, so it did not make any commercial sense to hand it over to someone.”

Telent logo
Telent
CUSTOMER
Telent
HEADQUARTERS
UK and Ireland
INDUSTRY
IT & Communications
EMPLOYEES
2,400

As more connected services come into service and our customer legacy analogue estates become more digital, ServiceNow enables us to integrate with customers’ systems and provide real-time information.

Steve Dalton

Managing Director - Transport

Consistent data drives operational excellence
The adoption supports Telent’s move to proactive asset management. More customer assets are now monitored remotely through ServiceNow FSM, there are fewer wasted service trips and field engineers arrive on site prepared and with a current status update.

The improved asset management capability links with monitoring systems, refining the end-to-end Information Technology Infrastructure Library (ITIL) approach. This has enabled Telent to increase asset availability for its customers.

The platform gives the flexibility and capability to easily capture and hold desired information, not just to achieve operational transactions by ensuring all transactional ambiguities are removed for Telent to resolve issues and find root causes effectively. It enables Telent to manage the asset life cycle, including obsolescence management and asset depreciation.

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