Bridgestone Asia Pacific oversees the operations of 12 sales andmanufacturing companies, while producing at 11 tyre manufacturing plantsand supplying its products across more than 20 countries in the region.

The key drivers for ITSMAs a regional headquarters, Bridgestone Asia Pacific needsto drive digital initiatives and move towards an integrated serviceexperience with improved measures of its service delivery performance. Itskey business drivers are employee productivity, cost savings in issueresponse and resolution, enhanced service delivery, and end usersatisfaction. It asked Enable to help it increase its ITIL maturity, followingindustry best practices via a unified ITSM platform with local languagesupport. Before we worked with Bridgestone, many of its IT service desk users couldnot distinguish requests, incidents and problems. Issues, requests andinquiries were disorganised and often not recorded, and communicationwas slow.  Further, service delivery was ungoverned by service level agreements (SLAs),which led to a lack of performance measurements.

Bridgestone engaged Enable to create anintegrated ITSM experience with improvedregional performance reporting. It aimed toincrease employee productivity, producecost savings, and better satisfy end users.

ITSM Case Study

w w w . e n a b l e p s . c o m

Industry

Employees

Geographies

Solution

Challenges

Tyre Sales & Manufacturing

25,000

ITSM

- Ineffective IT Service Management

- Keeping up with global corporationrequirements

Singapore (HQ), Australia, China,Indonesia, Korea, Malaysia, NewZealand, Thailand, Vietnam

Melbourne | Sydney | Perth | Brisbane | Adelaide | Hong Kong | Singapore | India | Thailand

Single service catalog with one generic workflow for multi-geography IT service requests 917 incidents, 1,596 service requests and 424 approvals in 20 daysEmail notifications and portal design that align with Bridgestone branding SMS notifications for high priority incidents and SLAInbound email integration with Incident ManagementSingle sign-on setup for three regional user groups Process design guide for each different ITSM module 15,000+ configuration items loaded into the systemAbility for fulfillers to communicate more effectively within their teams Self-service portal for end users to raise ticketsFive languages, with custom translations for simplified and traditional ChineseElectronic bonding of O365 incident and service requests with Bridgestone’s globalServiceNow instance, with synchronised lifecycle

ChallengesIneffective IT Service ManagementEach of Bridgestone Asia Pacific’s group companies (business units) from different countries hadvaried ITSM pain points. The problems included inefficient manual processes, poor service desk agentand end user experience, and the lack of a systematic approach. There was also a lack of consistency,knowledge sharing and efficiency measures at the regional level.

Keeping up with global corporation requirementsAnother challenge was for regional business unit to keep up with the company’s global definedprocesses for managing ITSM in ServiceNow. Specifically, there was a need for electronic bonding ofO365 incidents and service requests with Bridgestone’s global ServiceNow instance (which is managedby external vendors).

Our ApproachWe had to take our usual collaborative approach to the next level, consulting with over 20 mainstakeholders from different countries and with different working styles.

Stage 1: We identified the main stakeholders and contact persons in each business unit. Weeducated them on ITSM concepts and demonstrated ITSM best practices.

Stage 2: We gathered the requirements of each business unit, to coordinate and integratethem into a unified ITSM approach that reflects best practice and best design principles.

Stage 3: We embarked on a process of ‘implement, get feedback, revise and prioritise’. We thenwent live with a viable product that serves each and every business unit. Bridgestone subscribedto Enable’s CASE offering, so we can continue to improve its ServiceNow platform and integratenew components.

Key Outcomes

Melbourne | Sydney | Perth | Brisbane | Adelaide | Hong Kong | Singapore | India | Thailand www.enableps.com

Image: Detailed Proposal Page

Additional BenefitsGovernanceWe set up governance around improvement plans and change management of enhancements anddefects. As a result, the process owner can facilitate requests from different stakeholders in variouscountries.

AdoptionService requests and forms allow Bridgestone users to raise tickets for the Enable CASE team toreview or fulfil. As a result, the users are becoming more familiar with their ServiceNow instance,which is helping their adoption of the platform.

Melbourne | Sydney | Perth | Brisbane | Adelaide | Hong Kong | Singapore | India | Thailand www.enableps.com

Image: Management reporting Page

Image: ServiceNow Portal