Energizing Service Delivery with ServiceNow
How Gravity IT Helped a Leading Energy Company Streamline IT Service Management
# of Employees: +/- 14,000
Practice Area: IT Staffing – ServiceNow
Project: ServiceNow Application Support
Our energy industry client is the world’s largest generator of renewable energy from the wind and sun and a world leader in battery storage. This client is also the largest rate-regulated electric utility in the United States as measured by retail electricity produced and sold. This client serves over 5 million customers across multiple states.
The Operations and Project Management Office (PMO) in the IT organization supports over 1,000 applications across the organization. Our client recently made the decision to transition from their legacy ticketing solution that logs support issues on these 1,000+ applications to the ServiceNow cloud/SaaS ticketing solution. Gravity IT Resources was engaged to assist the Program Manager/PMO & Operations with building out a ServiceNow SME team to assist with the rollout of ServiceNow across the organization.
BUSINESS PROBLEM & OBJECTIVE
The ServiceNow ticketing solution needed to be rolled out across multiple functions and lines of business while following ITIL processes. It was imperative that proper processes and procedures were implemented across the organization during the configuration phase of the project. Correct configuration of the ITSM module within the ServiceNow system would ensure future planned upgrades to the ServiceNow ticketing system could be executed smoothly with minimal disruption to the business.
GRAVITY IT STAFFING
Gravity employed its ServiceNow IT staffing services capability to build the project team to execute the ServiceNow implementation program. Successful delivery of the ServiceNow implementation program required the following SME resources:
- (1) ServiceNow Project Manager
- (2) ServiceNow Business Analysts
- (1) ServiceNow Trainer
- (1) ServiceNow Architect
- (2) ServiceNow Administrators
Gravity used its “referral-driven” sourcing model and its recruiters aligned with Project Management/ Business Analyst/ Architect skill sets to identify multiple, local resources to staff the project. Gravity then executed its 5-step vetting process to present the best consultants for the open positions. The Project Manager, Business Analyst, Trainer and Administrator positions have been staffed and are executing on the project.
Under the direction of Program Manager/PMO & Operations, Gravity T&M Application Support resources are working with the application owners to populate data into the ServiceNow Configuration Management Database (CMDB). They are also capturing, documenting and inputting workflows into the ServiceNow Service Catalog. The project is on budget and scheduled for on-time completion in Q1, 2021.