process automation in your digital enterprise

© 2017 ServiceNow All Rights Reserved 1© 2017 ServiceNow All Rights Reserved

Process Automation in Your Digital EnterpriseBristow Group Transforms with Process Automation

Todd ZambrovitzDirector of Product Marketing, PlatformServiceNow

Adil AhmedDirector, Information Architecture & Knowledge SystemsBristow Group Inc.


Cloud Infrastructure

BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE

Create Your Lightspeed Enterprise™ With ServiceNow

Platform

WorkflowEngine

SingleDatabase

ContextualCollaboratio

n

ServiceCatalog

ServicePortal

Subscription &

Notification

KnowledgeBase

DeveloperTools

Intelligent Automation

Machine Intelligence

Benchmarks

Analytics

. .. .....

... .....

.

.. .. ....

.... .....

.

..... ..

. .. ..........

. .. .....

... .....

.

..... .. . .. ..

Secure & Compliant ScalableMulti-Instance

© 2017 ServiceNow All Rights Reserved 3

Bristow Group – Company Overview• Leading provider of global transportation services to

the offshore energy industry• World’s largest commercial helicopter training

service provider• Global Helicopter and Fixed Wing operations • Search and Rescue services• 60+ locations in 22+ countries• 3700+ employees• 1800+ pilots and engineers


Project Background• Legacy homegrown ticketing system• Regional and process silos• Started with IT Service Management– Incident, Change, Problem–Knowledge– Timecards– ITIL training for IT

• Global deployment in June 2012• Followed by Fleet Support and HR


Enterprise Service Management Framework:

• Embed service management into user experience• Easier to report issues or request

from within application user interface• Streamlined routing to

assignment groups faster resolution• Contextual details included in

request faster resolution, less back-and-forth• Reinforce service management

standards

User Experience

Standards Governance

User Experience



• Standards, shared definitions and practices• Service Requests: something’s

broken; I need something; I have a question• Category, priority, risk

assessment• Routing, escalations, approvals,

notifications• Branding and user interface

Standards


User Experience



• Centralized project funding model• Prioritization of product backlog

through community of business process owners• Consistent reporting of monthly

metrics and KPIs– Mean Time To Resolution (MTTR)– Aging– Re-open and re-assignment rates– Overall customer satisfaction score– Service levels for resolution and

response times

Governance


User Experience


Solution Development Methodology

2012 2013 2014 20152016 2017

Plan & Design

• IT Service Management• IT Service Catalog• Facilities Management• Fleet Support• HR Shared Services• Control Self-Assessment• IT SDLC

• Master Data Management• Maintenance Planning • 2 x Platform Upgrades

Major Releases (11)• 223 minor releases over 5

years

• Enhancements and new features

• Borrowed agile development principles

Minor Releases (223)

Design Principles• Form and function• Start simple; evolve over time• Predictable user experience• Beat performance expectations• Continuous value delivery


Accelerating Organizational Learning

ESM• Standards• User experience• Governance

Organization Learning• Enhancements ideas• User engagement• Prototype• Pilot

Innovation• Incremental value realization• Culture of service


Organizational Change: Fleet Support and Global Service Center

Regional Technical Support

Global Fleet Support

Global Service Center (GSC)

- Regional team supporting UK and Nigeria- Limited support across time zones- Paper and email based processes

- Introduced ServiceDesk for Fleet Support- Expanded coverage to Australia, Norway, USA- 22-hour service coverage

- Case managing all Aircraft On Ground (AOG)- 24/7 global coverage with phone support- Integrated process for tech support and supply chain


Business Impact: Maximizing Aircraft Availability


Business Impact: Managing Hyper-care for Global Flight Ops Platform Deployment• Used ServiceDesk to

manage the deployment of global programs

• Helped decision making around resourcing, training, knowledge gaps, process improvements

eFlight Program Open Issues Trend from July 2016 – Jan 2017


Service Management Process Automation

• Automated routing• Category based routing• Rule based• System generated requests

• Automated fulfillment• Orchestration: Active Directory,

SharePoint, PowerShell• Evaluating REST API

• Identify candidates for automation

• Stable processes• High request volume• Expectations of faster

fulfillment• High non-compliance

risk

Request Approval Fulfillment

• Repeatable design patterns

• Approvals: One-up; data-owner; functional leader

• Standard escalation processes

• Auto-resolve after 3 reminders over 3 weeks


Value Outcomes

20%Automation

537Service Catalog Items

155 catalog items with some level of automation

20% of 64,414 requests are fulfilled

automatically


1 2 3

Top Takeaways

Expand the service management

framework well outside of IT into operations and other business

functions

Automate processes by leveraging the

platform

Transform by learning,

continuously improving, and

developing a culture of service


The ServiceNow Platform Helps Address:

Manual Processes

Processes Spanning Multiple Systems

Slow Solution & Application Development

Lack of Resource

Reusability

Legacy User Experiences

Infrastructure Complexity


The ServiceNow PlatformAutomate Business

Processes Faster

Safely extend service management and application

development

Accelerate Your Application

Development

Never start from scratch with a rich set of application

building blocks and reuse on a Shared Services-ready

platform

Provide Users Modern Experiences

All business processes and applications are

automatically mobile-enabled with customizable

UX

Connect Your Enterprise

No data silos architecture and simplified integration with auto-generated and

scripted APIs


Want to learn more?Get the full recording of this webinar!

Todd Zambrovitz Adil Ahmed Director of Product Marketing, Platform Director, Information Architecture & Knowledge Systems ServiceNow Bristow Group Inc.

http://event.on24.com/wcc/r/1358285/C81503226F3B7B4FD4F50F1377F51D6F

process automation in your digital enterprise

Technology