ServiceNow ITSM: Implementation in 6 Weeks with FROX’s Fast Track Methodology

Initial situation

What was the situation up to now?

Our client, the MCH Group, is a leading international live marketing company with a comprehensive service network in the exhibition and event market. In the past, MCH Group employees processed the many internal IT reports manually by phone or email using Excel and Outlook. However, the need for a ticketing solution to simplify the processing of reports came increasingly into focus. After the choice fell on the ServiceNow process automation platform and us as ServiceNow implementation partner, the common goal was to introduce ServiceNow ITSM as quickly and efficiently as possible at the MCH Group and to optimally support the employees in their work.

Customer benefits

What has improved as a result of the solution?

MCH Group was looking for an experienced Swiss ServiceNow partner to implement the project together. Our fast implementation methodology called Fast Track enabled MCH Group to go live with the new ITSM solution within 6 weeks. Thanks to ServiceNow, tickets are now collected in a single portal and processed efficiently by employees. The many dashboards and reporting options were also a reason for choosing ServiceNow.

Benefits of ServiceNow ITSM for the MCH Group:

• Rapid introduction of ServiceNow thanks to our fast-track method
• Professional ticketing tool
• Use of many dashboards and reports

Services

What services have we provided?

At MCH Group, we were allowed to introduce the ServiceNow ITSM process automation platform. Thanks to our implementation methodology Fast Track, MCH Group benefited from a fast go-live of ServiceNow ITSM within 6 weeks. In the first phase, we implemented the Incident and Problem Management modules. In the second phase, these modules will be extended and additionally the modules Change Management, CMDB, Microsoft Teams Integration as well as Knowledge Management will be integrated. We are the reliable sparring and implementation partner of the MCH Group and work closely with them on the further development of their ITSM tool.

Our services for the MCH Group:

• Guidance through the decision-making process for ServiceNow
• Implementation ServiceNow ITSM with fast go-live within 6 weeks
• Further development of the platform and integration of additional modules
• Workshops to identify needs and implement them in the ServiceNow platform
• Train-the-trainer concept: training employees so that they can train their colleagues themselves

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
• CMDB
• Knowledge Management

• Prozessdigitalisierung
• Case Management

Industries

For which industry was the solution developed?

• Experience Marketing