Success Stories of Westbury clients

Discover how ServiceNow users are using Performance Analytics in the day-to-day operation to push data-driven decision making into the organization in a way that traditional operational reporting fails to do.

1 | Provide automated full view of Service Level Management and CSAT with zero effort at a click’s moment.

Problem

The CIO of this technology intensive networking hardware manufacturer had zero visibility into the performance of IT’s Service Level Management process, even after several vendors were unable to deliver the required PA dashboards to deliver the insight sought by the CIO. CIO had no insight either into how they were performing on their CSAT. As is usual with many ServiceNow clients, this company has no internal PA expertise. Due to past failed attempts by other vendors, CIO required a Proof of Concept before committing to a complete project.

Result

Client received a working PoC dashboard that was accepted by CIO and senior team within one week. The completed dashboards allow senior & operational teams to have insight into the performance of their Service Level Management process with zero effort. Every dashboard provides data which is visible by business services and organizational structure, at director and manager level.

Solution

Client received a set of dashboards properly designed and configured to provide a System of Action: identify problem, make decision, and take action. The IT team has complete visibility into CSAT and Service Level Management performance. They experienced how and why it was faster, easier, and cheaper to hire Westbury to deliver the necessary PA dashboards.

Westbury analytics success stories performance analytics hardware - Success Stories

Major, publicly traded, networking hardware company, based in California with more than 3,000 employees and over $1Bn in revenue.

Industry vertical: Network Equipment Company
Headquarters: California, US
Modules: ITSM

2 | Transform IT service delivery with Now Intelligence

Challenge

 

The  IT department of the University of Maryland wanted to deliver a fantastic service experience for staff and students, providing a wide range of communications, computing, and instructional technology services to help faculty and students execute on the University’s mission of advancing knowledge.​ The IT team couldn’t provide this service experience if it relied on thousands of emails and disconnected tools for IT service delivery.​

Solution

 

 The University of Maryland has used ServiceNow to create an intuitive self-service portal where staff and students can access a wide range of services. This portal includes virtual Agent, which provides instant, responsive help to end users and deflects incidents. Predictive Intelligence automatically routes incidents to the right support teams, accelerating response time by reducing incorrectly routed incidents. Agents then resolve these incidents faster using Agent Workspace, which prioritizes their work and uses Predictive Intelligence to provide intelligent recommendations. Performance Analytics further reduces response times by showing agents how they are performing against service-level objectives, highlighting critical issues for managers, and identifying opportunities for service improvement

Results

 

75% Reduction in incident resolution times due to a combination of more accurate incident routing with Predictive Intelligence and an intelligent, intuitive Agent Workspace that helps agents to focus on the right things and resolve issues more quickly
25% Reduction in incident volumes, with Virtual Agent deflecting incidents while helping end-users to get answers faster​
66% Reduction in incorrectly routed incidents due to Predictive Intelligence, with the percentage of correctly routed incidents rising from 56% to 85%
maryland 1 scaled - Success Stories

“ServiceNow gives us the intelligent platform we need to deliver great service and drive innovation”

Sean Phelan​ – ServiceNow Architect and Team Lead, University of Maryland​

Products
ServiceNow ITSM Pro
ServiceNow Predictive Intelligence
ServiceNow Performance Analytics

 – This is a ServiceNow success story –

3 Saved 1,250+ hours/year of a Senior Business Analyst’s Time Moving Data Between NOW Platform and Excel and PowerPoint for Weekly Operational Reviews

Problem

The weekly IT Service Desk Operations review for this mega media company required 1,250+ hours/year just to prepare the data that had to be exported into excel spreadsheets, other BI tools and PowerPoint. That’s time that was not being devoted to more valuable activities. Without effective dashboards that leveraged the power of Performance Analytics, the CIO and senior team had no real-time data and limited insight into performance of the Service Management function. Neither were they able to track operational performance by different breakdowns like business group, or service group. They did not have the internal PA expertise to produce the dashboards they needed.

Result

After receiving the set of dashboards developed and learning to use them the CIO and senior team realized how they could deliver greater value and transparency to their business partners about IT’s performance and impact to their business units. They were able to eliminate more than 1,250 hours of a senior business analysts’ time that was being wasted on low-value activities exporting data into spreadsheets and updating clunky PowerPoint slides for the weekly operations reviews. Their dashboards provide a System of Action: identify problems, make decisions, and take action.

Solution

Employing the full breadth of Performance Analytics, Westbury created for the client a set of dashboards that provided agile, up-to-the-minute insights instead of a clunky, delayed set of PowerPoint slides with static data that usually was stale by the time it was analyzed. The rich insights gained into the performance of their Service Operations team was not even envisioned by the CIO prior to seeing how the dashboards captured their performance.

Westbury analytics success stories save time succes story westbury analytics - Success Stories

Global media and entertainment company specializing in radio, digital, outdoor, mobile, social, live events and on-demand entertainment with more than 18,000 employees and >$1Bn in revenue.

Industry vertical: Media
Headquarters: Texas, US
Modules: ITSM

4 | Improve IT service quality

Challenge

KAR Auction Services provides innovative, technology-driven remarketing solutions for the wholesale used vehicle industry. Their challenge was how to improve IT service quality by managing services against consistent metrics create an aligned view of service performance across IT. As well as how to eliminate the time and effort needed to manually calculate and maintain metrics. And how to provide relevant performance information to executives, managers and IT staff, ensuring that the information is presented to in a way that meets their needs.

Solution

ServiceNow IT Service Management with ServiceNow Performance Analytics allows KAR to easily define a standard set of KPIs. This information is then presented to executives on easily consumable dashboards, while managers have access to dashboards and powerful analytical capabilities that allow them to see service performance in real time and predict future issues. Frontline IT staff can also see their own incidents and service requests.

How the business outcomes were achieved:

  • ServiceNow Performance Analytics makes it easy to define standardized metrics, creating consistent, transparent performance visibility across IT services
  • ServiceNow automatically calculates metrics from operational data, dramatically reducing effort and providing real-time performance visibility
  • ServiceNow Performance Analytics provides targeted, information for each IT audience, including executives, managers, and frontline IT staff

Results

 

94% Reduction in metric maintenance effort by using automatically calculating standardized KPIs
60% Reduction in critical incident resolution times by identifying bottlenecks and problem areas
50% Reduction in non-critical incident resolution times by providing IT staff with operational awareness
Schermafbeelding 2021 02 18 om 12.39.08 - Success Stories

“With smart metrics and real-time visibility, ServiceNow Performance Analytics is helping us to create a high-performance ​IT culture.”​

Jason Hagen​ – Process Manager, KAR Auction Services​

Products
ServiceNow ITSM
ServiceNow Performance Analytics

 – This is a ServiceNow success story –

5 Mission-critical uptime/availability insights previously unavailable to genomic research company, revealed for the first time.

Problem

This customer had been trying for several months to obtain the analytics insights they needed into the availability of their lab equipment and customer satisfaction service desk levels, which are mission- critical to their business. It became clear to the ServiceNow Administrator and process owners that PA required a change in mindset and perspective to leverage PA fully which is what drove them to seek Westbury’s assistance since they had not been able to create the dashboards that would deliver the analytics they needed.

Result

The manager of lab equipment finally has an effective way, via the dashboards, to measure capacity levels, availability levels and uptime with historical perspectives as well as forecasting capabilities. Something very important to the lab equipment manager was to track equipment uptime by vendor, which is now possible. As it relates to customer satisfaction performance the service desk manager now has an action-oriented set of dashboards allowing his team to track CSAT and drive it through leading KPI’s tied to SLA management, something that was previously not available.

Solution

Westbury followed the proven Customer Adoption Journey to help the ServiceNow Administrator and process owners understand how the design of PA elements and complete dashboards delivers the insights they were looking for. This solidified their trust in the data. Westbury helped the client team craft a KPI chain of leading and lagging indicators to bring out the needed insights for the customer satisfaction service desk levels and the availability of their lab equipment.

Westbury analytics success stories lab equipment - Success Stories

Company focusing on genetic research specifically in cancer detection, with over 850 employees

Industry vertical: Research
Headquarters: California, US
Modules: ITSM

6 |Create more time for patient care with ServiceNow 

Challenge

Novant Health is a four-state integrated network of 350 physician clinics, outpatient centers, and 15 hospitals. Its network consists of more than 1,600 physicians and 28,000 employees at more than 630 locations. The organization wanted to implement a single platform to streamline and automate IT service processes. Besides that there was a need to reduce the manual workload of the IT support staff, allowing them to resolve more issues faster.
.

Solution

ServiceNow automated Novant Health’s IT ticketing system, while ServiceNow Predictive Intelligence brings a layer of machine learning to automatically categorize and assign tickets, and set priority levels. Predictive Intelligence also helps IT technicians predict new major incidents and recommends the best action to resolve the issue. 

How the business outcomes were achieved:

  • The Now Platform brings unity, transparency, simplicity, and automation to Novant Health’s IT support workflows
  • Now Intelligence delivers insight and automation to make workflows smarter and faster by anticipating trends, predicting future outcomes, and automatically categorizing and routing work

Results

 

1 Automation, Predictive Intelligence, and Virtual Agent capabilities save the DPS service desk about 28 hours a week in redundant work
2 About 40% of self-service tickets go through Predictive Intelligence, which has cut the self-service workload in half
3 After the Predictive Intelligence implementation, ticket reassignments dropped by 30%
novant health - Success Stories

“Team members can now focus on helping with chat or the service desk. We’re creating flexibility and adding value”​

Franck Nkashama
Process Architect, Novant Health

Products
ServiceNow ITSM Pro
ServiceNow Performance Intelligence
ServiceNow Virtual Agent

 – This is a ServiceNow success story –

7 Delivered a single cross-process dashboard scalable enough to support both team leads and service owners.

Problem

For a long time this company has been trying to define a single cross-process dashboard scalable enough to support both team leads and service owners. Without success. They also wanted to replace many single focus dashboards. It had become clear to the Reporting team lead and the Performance Analytics administrator that a meaningful PA implementation required a change in mindset and perspective to leverage PA fully, which is what drove them to seek Westbury’s assistance.

Result

Team leads and process owners throughout company now use one single dashboard that gives them a unified view of the performance of their area of responsibility. PA maintenance demands in this area have decreased dramatically, since only one dashboard must be kept current. Future dashboard extensions and improvements are easier to implement through the use of KPI Composer, making sure no steps are missed and the overall model is kept in view all the time.

Solution

Together with the customer, we designed an overall hierarchical reporting model that is flexible enough to provide insights throughout all levels of the organization. Used KPI Composer to streamline the implementation workshops while making certain that all required implementation decisions are made, ratified, and documented. By co-designing the dashboards and documenting all decisions in a KPI Composer tree, a solid knowledge transfer process is achieved, and customer can independently maintain and extend the implementation.

Westbury analytics success stories retail shopping cart - Success Stories

British retailing company offices located across the United Kingdom, France, Poland and Romania.

Industry vertical: Retail
Headquarters: London, UK
Modules: ITSM

8 |Standardize IT service delivery and improve operational performance across departments and users worldwide.

Challenge

Veolia Environment S.A., headquartered in Aubervilliers, France, designs and provides water, waste, and energy management solutions that contribute to the sustainable development of communities and industries. Veolia had the challenge of inefficient legacy processes and a lack of workflow visibility resulted in an increasing volume of service tickets and incidents globally. With 45 CIOs operating 45 regional IT functions in siloes and using inconsistent KPIs, Veolia lacked best practice for IT service delivery. A combined 1,600 days were spent each year on worldwide reporting because of longstanding manual processes.

Solution

The Now Platform with ServiceNow IT Service Management and ServiceNow Performance Analytics provide a single platform for IT service delivery, providing consistency and efficiency across 45 markets while aligning local teams with the global services strategy and corporate objectives for the first time.

How the business outcomes were achieved:

  • Queue management dashboards give IT real-time visibility of service incidents, allowing faster resolution and longer-term prevention
  • Consolidated, streamlined service delivery allows IT to respond more quickly and efficiently to employee requests
  • User-friendly, responsive platform design helps speed service performance reviews

Results

 

75% improvement on incident response times enabled by queue management dashboards
3 x faster service performance reviews due to user-friendly, responsive platform design
50% increase in employee satisfaction thanks to the speed of IT delivery worldwide
veolia - Success Stories

“ServiceNow gave us a platform to align our local IT operations with our global service strategy and the goals of the business.”​

Martin Black
Head of Centre of Excellence for ITSM, Veolia

Products
ServiceNow ITSM
ServiceNow Performance Analytics

 – This is a ServiceNow success story –

9| Performance Analytics Client With over 7,500 ITIL Users User Gets Executive Level Consolidated Dashboards and PA Governance Framework.

Problem

Client’s large ServiceNow deployment supporting over 7,500 ITIL users had grown to a massive number of dashboards that were growing out of control. Senior executives required a structure that provided a complete picture from top (executive level) to bottom (operational level) of IT’s performance. Managing a highly mature PA environment required a governance framework to be initiated. A CMDB revamp included a complete change to the client’s service level taxonomy which called for updating key PA infrastructure to support new service level architecture.

Result

CIO and senior team realized the need for a roadmap to implement a governance framework that allowed them to scale the roll out of PA to a larger user community supporting over 7,500 ITIL users. Senior IT Management team at all levels is now able to quickly identify areas of concern, improvement, and act at any point in their service delivery function thereby accelerating response times and continuous improvement objectives. Averted a major crisis in roll out of major changes to business service taxonomy through use of PA methodology for data validation.

Solution

Provided a comprehensive governance roadmap to client tailored to the client’s PA environment, vision, and resources. Delivered Westbury’s Enterprise Framework for PA to support a thorough insight into IT’s service delivery performance at all levels of the IT Service Delivery organization. Delivered custom app for changes to client’s CMDB structure to upgrade the reporting abilities around their new business services architecture.

Westbury succes stories medical appointment doctor healthcare 40568 - Success Stories

Major health insurance company operating in Australia, Canada, Ireland, the US, and the UK, serving over 80 million people worldwide.

Industry vertical: Health Insurance
Headquarters: California, USA
Modules: ITSM

10 | Deliver a comprehensive PA Enterprise Framework that provides insights all levels of the IT organization.

Problem

Client’s large ServiceNow deployment supporting over 7,500 ITIL users had grown to a massive number of dashboards that were growing out of control. Senior executives required a structure that provided a complete picture from top (executive level) to bottom (operational level) of IT’s performance. Managing a highly mature PA environment required a governance framework to be initiated. A CMDB revamp included a complete change to the client’s service level taxonomy which called for updating key PA infrastructure to support new service level architecture.

Result

Client developed a solid understanding of how to create and further develop hierarchical, multi-process dashboards that provide value across all levels of the organization. Delivered a single multi-process dashboard to showcase the possibilities of the approach. Future dashboard development made easier and better using KPI Composer, making sure no steps are missed and the overall model is kept in view all the time.

Solution

Worked closely with the customer to design an overall hierarchical reporting model that is flexible enough to provide insights throughout all levels of the organization. Used KPI Composer to streamline the implementation workshops while making certain that all required implementation decisions are made, ratified, and documented. By co-designing the dashboards and documenting all decisions in a KPI Composer tree, a solid knowledge transfer process is achieved, and customer can independently maintain and extend the implementation.

Westbury analytics success stories supermarket - Success Stories

Australian leading supermarket retailing company.

Industry vertical: Retail
Headquarters: Sydney, Australia
Modules: ITSM

11| Deliver an overall hierarchical reporting model that provide insights all levels of the IT organization.

Problem

The customer needed to implement a complete PA solution that would address Federal Reserve compliance requirements and at the same time allow it to improve performance. The client’s Service Management Office leadership knew from previous experience in other platforms that if it did not implement a comprehensive performance analytics framework as it launched its ServiceNow implementation, it would be more difficult and costly down the road. A key requirement was to provide visibility of its performance at all levels and in ways relevant to the perspective of each participant: senior leadership, process owners, and fulfillers.

Result

The entire IT Service Management Office has visibility of its performance at all levels and in ways relevant to the perspective of each participant: senior leadership, process owners, and fulfillers. Future dashboard development is made easier and better using KPI Composer, making sure no steps are missed and the overall model is kept in view all the time.

Solution

Upon seeing Westbury’s Enterprise Framework, the customer immediately recognized that was the solution they needed to address both of their challenges: improving performance and meeting regulatory deficiencies uncovered in an audit by banking regulatory authorities. By co-designing the dashboards and documenting all decisions in a KPI Composer tree, a solid knowledge transfer process was achieved.

westbury analytics success stories bank new york - Success Stories

American worldwide banking/financial services holding company with $1.9 trillion assets under management & over 50,000 employees supported by over 7,000 ITIL users. Project implemented in partnership with Pathways Consulting Group .

Industry vertical: Banking/Finance
Headquarters: New York, USA
Modules: ITSM

12 | PA Enterprise Framework provided full visibility into performance of Incident and Problem Management at all levels of the IT Service Management Organization.

Problem

Customer was unsure how to implement Performance Analytics in such a way that it eliminated many of the manual reporting and scoreboards that were used for senior management to review the performance of the Service Management organization. Additionally, it was not possible with the manual reporting to enable all levels of the organization to view the same data as it pertained to them. It was not possible either to breakout the analytics by the different geographical regions.

Result

Eliminated all the manual reporting and scoreboards that up to that moment provided a very clunky and incomplete view of the Service Delivery performance. The Enterprise Framework provides, real time at a click’s action, and without any manual intervention a complete view of the performance of the Service Management organization by each of the respective stakeholders: senior management, process owners, individual workers, and busines service owners. All analytics are available by geographical region.

Solution

Westbury’s PA Enterprise Framework was delivered to provide a complete view of the performance of the Incident and Problem Management processes. Spotlight was also delivered to give the process owners visibility into the tickets that needed to be identified based on the rules defined by them. Senior management now has a 24/7 solution they can access to monitor performance and identify areas of improvement.

westbury analytics success stories insurance company - Success Stories

Global insurance company based in Canada.

Industry vertical: Finance/Insurance
Headquarters: Toronto, Canada
Modules: ITSM

13| Improve vendor management and cost reduction.

Problem

Client had incomplete visibility into IT Service Contract KPIs. Low adoption of Service Contract KPI dashboards throughout EEAS IT organization. Existing KPI dashboards limited to one Service Contract (supplier) only with extremely complex KPI definitions. Accompanying documentation too large and complex with incorrect implementation of some KPI calculations. Lack of geographical (location) and organizational drilldown on KPI’s. Gaps in underlying data model (SLA’s, OLA’s) and no link between dashboards and business goals.

Result

Higher adoption rate of dashboards by IT management with improved visibility into performance of IT vendors. Client can easily identify areas for improvement with a high potential for cost reductions. Increase customer’s trust in Fujitsu as a Service Provider and trusted advisor. Improved overall model for vendor management (towards future contract retendering).

Solution

Fixed incorrect KPI calculations. Enhanced existing KPI dashboard capabilities with drilldown by service contract, location, organization and display of simple documentation “On-Dashboard”. Provided guidance for further improvements in underlying data model (SLA). Delivered Measurement Strategy that provided clear linking of KPI’s to Business Goals through Critical Success Factors.

westbury analytics success stories european union - Success Stories

Diplomatic service and combined foreign and defense ministry of the European Union. Project implemented in Partnership with Fujitsu.

Industry vertical: Government
Headquarters: Brussels, Belgium
Modules: ITSM

Feel free to contact us at any moment about ServiceNow Performance Analytics

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THE WESTBURY ADVANTAGE

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