ServiceNow implementation process
PEPCO’s decision was based on the presented during the SPOC workshop possibilities of ServiceNow to address specific business and technical requirements – now and in the future. During the 3 months of the project, SPOC implemented Core Configuration, Service Catalog, Incident Management, Change Management, Problem Management, and Knowledge Management. After the go-live, SPOC provided PEPCO Hyper care, i.e. early live support. There were also training sessions on how to use ServiceNow. In addition to training, User Guides were created in cooperation with the internal team of PEPCO trainers.
After completing the first stage of the project, in October 2020, PEPCO employees were provided with a portal, also in a mobile version, for reporting IT-related problems. As a result of the PEPCO and SPOC’s joint work, the knowledge base, which used to be divided into two (for IT and end-users), has been unified into one, giving easy access to knowledge for all portal users.
During the project, SPOC modified Major Incident Management, a system for responding to the most urgent incidents involving many users, to restore the service to its original state and prevent such incidents from happening in the future. After the implemented change, the system was based on its independent architecture for sending text messages and organizing meetings. Integration with a custom SMS platform has been adapted to the client’s needs to avoid the standard SMS API solution – Twilio. There was also MS Teams and major incident integration.
Due to the characteristics of the retail industry, an essential part of the project was integration with Diebold-Nixdorf systems supporting devices such as cash registers, barcode readers and other equipment used directly at the selling points. Such equipment is used in all stationery stores. Therefore, its smooth work is crucial for sales continuity and, consequently, for maintaining financial liquidity. Thanks to the appropriate integration with the Diebold system, it has become possible to efficiently and quickly respond to hardware problems in the store. It meant that the reports were sent to Diebold-Nixdorf with all important information regarding the failure, which shortened its removal process. By sending a request through the Portal in ServiceNow, the store staff could perform these operations as quickly as possible thanks to the list of devices narrowed down to a given store and a well-thought-out path of completing the request, based on possible scenarios.
