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    Deloitte Chose ServiceNow to Enhance its Internal Operations

    To enhance its internal operations in a three year agreement, Deloitte, a business advisory company has picked IT management services provider ServiceNow’s SaaS or software as a service suite. Deloitte will run live with the issues, problems, change tools with a configuration management database in the upcoming two weeks. According to Mark Westbrook, its IT director , it will set phase one of the company’s move to ServiceNow. 

    He added that Deloitte was planning to replace what they had in phase one and the bigger changes would be the phase two. Phase two of the project would be to handle the release management, levelling management tools and service level management and purchasing. Westbrook selected the company’s present product HPSD or HP Service Desk several years ago and Deloitte had to change the system for two major reasons.

    The first reason to change is that HPSD supported the firm well however the vendor was not stretching support for the product as the year end. And secondly, they are experiencing an IT transformation project and trying to lift through changes in their departments. He explained that they open a mission statement for what they needed in the toolset as it is not just utilized for IT services but for internal services client functions like in the facilities and HR.

    After Deloitte looked at Gartner’s magic quadrant of the top five IT service desk products, the selection of ServiceNow arrived. It then reduced the vendors down to three which is the ServiceNow, CA and HP. It was the simplest of the products they noticed at, Westbrook said as he commented on how ServiceNow’s product compared to its rivals. ServiceNow was the most understood and quick to follow, as the employees were going to utilize the product handled the demo of each of the tools. The transformation will affect 13,000 Switzerland and UK employees and will pursue the direction of Deloitte’s Canadian operations that already utilize ServiceNow.

    ServiceNow had very tough service management models regarding with the ITIL or the set of practices for IT service management and needs less implementation time instead of an on-premises tool, Westbrook said. IT will support the SaaS infrastructure so that when they make a change to a specific module, they can manage the metrics and uptime that go around it. For the implementation of ServiceNow, Deloitte hires TeamUltra, a consultancy company and Westbrook said that the company was happy with the work that had been finalized since then.

    As a lot of money and time goes into it, it is not a product that changes every year and they had excellent support from ServiceNow and TeamUltra. He added that a big portion of the work was to determine which processes they needed to pursue from HPSD and they were perceptive with this matter. He also added that the vendor has helped the product opposed to HPSD that was not a product that HP were providing in after several years. Deloitte users would mainly appreciate the chat tool that ServiceNow offers, it was according to Westbrook.