servicenow event 15.11.2012 / it service management franke artemis group

Maienfeld, 15.11.2012 / Andreas Wüthrich

IT SERVICE MANAGEMENT FRANKE ARTEMIS GROUP

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CONTENTS FRANKE – AN OVERVIEW FRANKE IT ORGANIZATION IT SERVICE MANAGEMENT STORY BENEFITS


FRANKE KITCHEN SYSTEMS GROUP “We help our partners enhance their businesses and ease their customers’ lives by making work in the kitchen a pleasure.”

Corporate Profile


FRANKE FOODSERVICE SYSTEMS “We innovate to maximize customer value and deliver the most effective means of succeeding together.”

Corporate Profile


FRANKE WASHROOM SYSTEMS “Our passion is to enhance hygiene, well-being and sustainability in the public washroom environment.”

Corporate Profile


FRANKE COFFEE SYSTEMS “We offer our expertise and passion for coffee and the fine art of coffee-making as the foundation for our customers’ service concept and shared success.”

Master Group Presentation


FRANKE BEVERAGE SYSTEMS “We are the key supply partner to the global beverage industry and trade, thanks to our innovative offering, delivery performance and environmental contribution.”

Master Group Presentation


Franke Key Figures

Group figures Founded in 1911 Privately owned CHF 2.5 bn net sales 2011 81 companies in 37 countries 11’500 employees

IT figures 5’000+ computer users >110 locations in the global network 200 IT employees


IT Governance

Corporate Profile

Franke Artemis Group

Franke Kitchen Systems Group

Corporate IS

Corporate IS -  IT Strategy & Standards -  Shared Services Delivery -  IT Sourcing & Controlling -  Corporate Applications -  Information Security Auditing

Divisional IS -  Business Applications (ERP, CRM, PIM, BI) -  IT Demand Management -  Subgroup-specific and local company IT -  End User Support

KS IS

Franke Foodservice

Systems Group

FS IS

Franke Coffee

Systems Group

CS IS

Franke Washroom Systems Group

WS IS

Franke Beverage Systems Group

BS IS


Franke IT Challenges

Business Systems SAP / BI rollout

CRM improvements

Customer integration

Infrastructure Standardization

Consolidation and automation

Mobile workforce

Organization Centralization

Standardization of processes

Agility

Economy Efficiency improvements Cost optimizations


ITSM @ Franke Where we come from

Programm started 2008 in Corporate IS -  Low maturity level in ITSM processes -  Heterogeneous tool landscape

àFocus on framework and processes first – based on ITIL best practices

Evaluation of an ITSM tool in 2010 -  Preferred SaaS and fully web based

à ServiceNow evaluated – best fit, promising architecture and roadmap à Implementation in three months, go live in Dec 2010 with Incident, Service

Request and Problem Mgmt for Corporate IS and Kitchen Systems SAP support


ITSM @ Franke Where we are today

Using ServiceNow No tools or other tools


ITSM @ Franke Where we want to go

Organization -  Rollout in all Franke companies -  Standardized and generally integrated processes -  Replace all local tools -  Virtual regional support teams

Functionality -  Complete Configuration Management -  New Discovery solution -  Integrate with new IAM solution -  Extend Service Catalogue -  Franke specific applications


Benefits with ServiceNow

"  Fast implementation – no infrastructure setup

" Scalability – no capacity limits, transparent costs

" Evolving solution – new functionality with every release

"  Fast rollouts – no local infrastructure, standard processes

" Anytime, anywhere – no fat client, web only

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THANK YOU FOR YOUR ATTENTION

Franke Artemis Management AG Corporate Information Services Franke-Strasse 2 4663 Aarburg Switzerland

Andreas Wüthrich Head of Group Information Services +41 62 787 3131 [email protected]

Corporate Profile