Moody's Corporation has deployed an IT service management (ITSM) tool from ServiceNow to improve "disjointed" processes across its organisation, deciding against a highly customised BMC Remedy platform used by its outsourcing partner.
Moody's Corporation - the holding company for credit ratings firm Moody's Investment Services and research software provider Moody's Analytics - previously lacked a central system to manage service delivery in areas such as release management, application support and end user desktop support - leading to growing frustration towards the IT department.
"We lacked automated process integration - it was what we would call a glorified 1920s telephone exchange, in the sense that there was a helpdesk and you would call and they would dispatch you to someone else.
"There was a lot of disconnect between the processes," said Judy Kawaguchi, managing director for technology at Moody's Corporation, speaking at the ServiceNow Forum user event in London last week.
"We knew that we wanted to enable end-to-end self service, and to reduce requirements from legacy and custom applications - we had loads of applications, shared drives, Excel sheets that were keeping track of assets, requests and incidents. We wanted to make sure we could pool all of that together and reduce the requirements for such applications."
However Moody's faced a major obstacle in deploying a service management tool to meet its needs. Having outsourced management of all its IT infrastructure to a third party provider, its supplier refused to provide it with an alternative to the heavily customised system based on BMC's Remedy used across its own operations.
"As a result of the outsourcing of infrastructure services, we ended up using their proprietary tool, which was based on a custom BMC Remedy tool," said Kawaguchi.
"It was a very proprietary, and was built and managed by the third party provider. It lacked flexibility for us because it is residing on a shared environment with other clients. This meant it was very difficult for us to do anything that we really wanted to do - they would say 'no, no, no' because it is their shared environment."
The company eventually decided against implementing the hosted version of Remedy, choosing ServiceNow's tool instead.
"It was really the only ITSM Saas solution. It has a workflow driven automation engine which was light years ahead of other tools. It had the end user self-service and self-reliance - so we can make improvements on our own," she said.
Since going live with the software as a service tool in September, the company has been able to support more efficient processes and flow of information across its business.
"We enabled self-service functions and we have a Fedex or UPS-style tracking mechanism - you know exactly where your request or your incident is, and you know who to go to if it gets stuck somewhere in approval," said Kawaguchi.
"By moving towards a single system of record we have managed to reduce complexity within the enterprise."
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