Project Overview

IT Service Standardization A global confectionery manufacturing company with more than 50,000 employees sells products in over 60 countries. eSparkBiz was approached by the organization where the management and coordination of IT service issues were being posed with great challenges because multiple regional IT teams are in existence and they were using BMC Remedy-based local ITSM systems. This decentralized approach had created inefficiencies in managing service disruption, and the company seeks a partner who has experience deep with ServiceNow, looking to standardize processes of IT service management.

ServiceNow Integration Standardization The purpose was to move from all those diverse ITSM tools into ServiceNow. By doing so, the company would integrate into a single, standardized platform, all its IT service management framework. Leveraging the experience of eSparkBiz in implementing ITIL best practices, flexibility was used in ServiceNow to standardize five core ITSM processes: Incident Management, Request Fulfillment, Change Management, Configuration Management, and Knowledge Management. The adaptation of ServiceNow to the workflows of the company ensured consistency across departments while supporting business growth and improvement in service quality.

Global IT Integration The biggest challenge was to integrate its complex, region-specific requirements within a global IT service management solution with the least possible disruption and maximum adoption. Well-planned migration strategies, combined with the use of automation and dynamic scripting for multilingual notifications and comprehensive configuration management have ensured that IT services flow seamlessly through the company’s operations across the world.

The Problem

It could not handle the various ITSM systems that existed across regions. This caused inefficiency in the handling of IT service issues. There was no standardization, change management was fragmented, and knowledge management was inefficient. This, therefore, affected productivity, while multilingual communication complicated coordination and service resolution.

Disparate ITSM systems across regions

The company used regional ITSM systems based on BMC Remedy, which led to inefficiencies and difficulties in coordinating and resolving IT service issues across its global operations. Inconsistent processes and tools made tracking and managing incidents, changes, and requests cumbersome.

Lack of Standardization

Due to the absence of a standardized ITSM platform, different departments across various regions used their own processes and workflows. This created confusion and delays in resolving service issues, affecting productivity and customer satisfaction.

Complex Change Management Processes

Change management was fragmented and lacked automation. Changes in the IT environment were difficult to track, and the process for assessing risks and impacts was manually intensive, increasing the chances of errors or missed steps.

Inefficient Knowledge Management

The company did not have a version control for the knowledge management process, and therefore, maintaining an up-to-date repository of information was difficult. It caused inefficiencies in managing knowledge articles as changes required unpublishing and republishing articles.

Multilingual Communication Challenges

In case that company is a multinational giant, one of the other critical requirements was that a notification of ITSM by more than 60 different nations had to be viewable in their native language. With over 70 variations spread across multiple languages, that immediately became a headache in maintaining such consistency.

The Solution

eSparkBiz migrated the company’s ITSM framework to ServiceNow, centralizing operations and reducing fragmentation. By integrating ITIL best practices and automating change management, knowledge management, and multilingual notifications, the company achieved streamlined, efficient processes and improved global consistency across regions.

Migration to ServiceNow

eSparkBiz seamlessly migrated the company’s ITSM framework from regional tools to ServiceNow, centralizing IT service management on a single platform. ServiceNow’s out-of-the-box functionalities were leveraged, while customization and configuration ensured that the platform aligned with the company’s workflows. It will reduce fragmentation and introduce homogeneity across regions.

ITIL Process Integration

eSparkBiz implemented all the best practices of ITIL in ServiceNow, including Incident Management, Request Fulfillment, Change Management, Configuration Management, and Knowledge Management; all these processes were streamlined and automated, making its processes more efficient and in global standards.

Enhanced Change Management Automation

To improve the company’s change management process, eSparkBiz automated the change lifecycle within ServiceNow. This included risk and impact assessments through a custom pop-up window for questionnaires, which allowed for better data capture and control over risk assessments. It also configured the solution so that it tracks affected configuration items such as servers, applications, and databases to give an improved view of changes.

Knowledge Management with Version Control

eSparkBiz improved the knowledge management process by implementing versioning functionality. This way, the company could edit published articles directly, and previously published versions would be reactivated without the need to unpublish and republish them. The process became much faster and less error-prone, ensuring the knowledge base remained current.

Multilingual Notification System

eSparkBiz developed a dynamic scripting solution to manage multilingual notifications. Instead of creating redundant notification templates for each language, a single dynamic script was created to identify users’ language preferences and assign them the appropriate templates. This approach reduced duplication, simplified maintenance, and ensured scalability for future language additions.

The Result

ServiceNow gave the company a single platform for ITSM, thus making operations smooth and bettering the management of services globally. The most significant improvements obtained included quicker resolution of incidents, more efficient change management, and more access to the knowledge base. It was configured with the flows of the company to provide smooth integration into everyday operations with the automation of complex processes in IT.

The company also experienced enhanced control over the impact of changes on its IT infrastructure, with better tracking of configuration items and a more structured approach to change management. The multilingual notification system reduced the complexity of communication, ensuring that employees from different countries received IT service updates in their preferred languages.

Overall, eSparkBiz’s solution resulted in a more efficient, standardized IT service management framework, enabling the company to scale its operations while maintaining high service quality across multiple regions.

Transforming IT Service Management for a Global Confectionery Manufacturer

Global IT Service Management Standardization with ServiceNow® Implementation Across 60+ Countries

About The Project