Case study

Transforming a Major News Publisher’s IT System With ServiceNow

Media and Entertainment
Two professionals discuss documents and a laptop in a modern office with glass walls and an open workspace.

Challenge

The client—a major newspaper, magazine, and digital media publisher—operated an IT service management system that was so customised and rigid that it was becoming too challenging to manage and the vendor could no longer support them.

Outcome

We powered the client’s transition to a more modern operating model by rebuilding the IT infrastructure in ServiceNow and integrating automated features to eliminate manual task completion.

A worldwide publisher of printed and digital media, our client workflow ran on a legacy IT service management system calibrated to its unique processes. Unfortunately, the platform was so customised that it was no longer manageable, and any new iteration led to prolonged downtime and several bugs.  

 

We collaborated with them to create a reworked, ServiceNow-based setup powered by automation. The end result was a sleeker, more efficient IT management system that didn’t put the client’s operations behind schedule.  

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Putting everything on the same page

A dedicated team of process/business analysts, developers and architects used their experience with ITIL, LEAN and Agile to build a new system using ServiceNow. As part of the implementation, we integrated: 
  • Microsoft SCCM 
  • Active Directory 
  • MS Exchange 
  • SolarWinds / Nagios
This approach enabled us to centralise ServiceNow as the business’s single source of truth. By having live, synchronous updates of their information, the client could have confidence in the security and accuracy of their data. We also developed several complex workflows (i.e., joiners, movers and leavers) from their HR system and integrated them into ServiceNow.
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Hitting deadlines

Given the volume of tickets the client receives each day, it was critical that end users could get support and guidance as quickly as possible. We built a dedicated self-help/service portal for them that significantly boosted call deflection and enabled users to resolve their requests faster than before. 
 
The ServiceNow migration also produced the following tangible benefits:
  • 50% faster incident resolution
  • 80% reduction in errors
  • 80% reduction in manual effort
  • 50% increase in data accuracy
Surveys revealed a significant increase in customer satisfaction. Automation also empowered the client with sufficient data to help better inform their future workflows and decision-making. The presence of a scalable ServiceNow solution also allowed the client to iterate and upgrade in a matter of weeks instead of months.

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