ServiceNow Implementation At The Bell Food Group AG

Initial situation

What was the situation up to now?

The Bell Food Group AG has rapidly grown in size through the acquisition of companies and organic growth. The previously used service desk tool reached its limits and could not support the consolidation of the IT of the different companies. In the tool evaluation, The Bell Food Group considered all the major vendors in the ITSM Gartner report and chose ServiceNow and FROX as implementation partners due to their market leadership.

Reasons for evaluating a new service management solution:

• User interface was outdated and overloaded
• Previous tool was heavily customized over the years, upgrades became enormously time-consuming and cost-intensive
• Processes mapped did not comply with the ITIL standard
• Solution could no longer meet expectations for a scalable, high-performance platform

Customer benefits

What has improved as a result of the solution?

With the implementation of the ServiceNow platform, the various systems of the Bell Food Group companies can be interconnected on a uniform, central platform, processes between the systems can be digitized as well as optimized, and thus the digitization of the entire group of companies can be advanced. In addition, the gradual expansion of the platform means that further standardized processes can be processed and extensions and upgrades can be carried out with as little effort as possible and at low cost. Integrations to existing systems can be solved with standard interfaces or protocols. The uniform database prevents errors as well as idle time and greatly increases the quality of the IT services provided. The ServiceNow platform can be established as a central point of contact for all needs.

Benefits of implementing the ServiceNow platform:

• Basis created for digitizing a wide range of processes in the various group companies
• Very intuitive operation, implementation of new applications without training effort for end users, minimal effort for IT staff
• Adaptations and configurations can be carried out by the Bell Food Group IT staff themselves, internal developments can be implemented directly on the platform

Services

What services have we provided?

FROX recorded and discussed the expectations and requirements of the Bell Food Group in workshops and documented them in user stories. These were prioritized by the Bell Food Group and implemented by the FROX development team. In addition to training the (end) users, FROX also took over the training of key personnel and ensured that they were equipped to train other employees. The basis of the collaboration was FROX's own project methodology, which is based on both the approach proposed by ServiceNow and FROX's extensive experience. This meant that solutions could always be offered in a transparent and target-oriented manner.

Our services for the Bell Food Group:

• Provision of the cloud solution, implementation of required customer configurations
• Active support during the test phase, training of employees
• Integration of the existing monitoring tool into the event management of ServiceNow
• Establishment of the CMDB for all components in the client and server environment as well as for the industry 4.0 area

Platforms & technology

Which platforms and technologies did we use?

• ServiceNow

Topics/Modules

Which topics/modules does the solution include?

• IT Service Management
• Incident, Problem, Change
• Service Catalog
• Portal
• Reporting and Dashboards
• CMDB
• Integration

Industries

For which industry was the solution developed?

• Manufacturing