Anglicare Revamps Its IT Service Management System
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In conclusion
- Anglicare has transitioned its ITSM and ITOM platforms to ServiceNow under a project named ‘service ignite’, which launched in February.
- With improved service mapping and accurate team routing from the start, two-thirds of incidents are now resolved on their first assignment.
- New monitoring solutions, SolarWinds and New Relic, integrate with ServiceNow, enabling Anglicare to proactively detect 40 percent of incidents prior to staff notification.
Revamping IT Service Management at Anglicare
Anglicare has initiated a thorough upgrade of its IT service management (ITSM) and operations management (ITOM) systems, migrating to ServiceNow in a project referred to as ‘service ignite’. This strategic transition was necessitated by the requirement to better serve its large workforce of over 6,000 employees and to support ongoing organizational expansion.
The Urgency for Transformation
As noted by Sam Polur, General Manager of Technology Services at Anglicare, the former system was unwieldy and did not meet the demands of the staff, particularly caseworkers who struggled to decide between logging issues and addressing their clients’ requirements. The previous system’s shortcomings in accessibility and functionality catalyzed the shift to a contemporary, cloud-based solution.
ServiceNow Deployment
Initially, Anglicare planned to roll out ServiceNow across multiple business divisions, such as HR and finance. However, practical considerations necessitated a targeted execution focusing on ITSM and ITOM to secure quick milestones. The deployment, backed by Tata Consultancy Services and ServiceNow specialist Tinyloop, successfully went live in February.
Enhanced Experience and Productivity
The updated platform has greatly enhanced the user experience, allowing staff to engage with IT systems via a mobile application, virtual agent, or Teams integration. This seamless interaction has streamlined processes like employee onboarding and offboarding, delivering measurable advantages to front-line staff.
Proactive Incident Management
By integrating SolarWinds and New Relic monitoring tools with ServiceNow, Anglicare can now proactively detect 40% of incidents before they affect staff. This forward-looking strategy marks a substantial improvement over past reactive methods, facilitating quicker problem resolution and boosting overall operational efficiency.
Improved Incident Resolution
Clear service mapping and precise team routing have significantly enhanced the incident resolution process. Presently, two out of three incidents are resolved on their first assignment, decreasing the need for multiple handoffs and enriching the employee experience.
Conclusion
Anglicare’s shift to ServiceNow as part of the ‘service ignite’ initiative signifies a considerable advancement in IT service management. By prioritizing immediate IT requirements and utilizing sophisticated monitoring tools, the organization has elevated service delivery and operational effectiveness.
Reader questions
Frequently asked questions
Fast answers to the questions readers ask most about Anglicare Revamps Its IT Service Management System.
Why did Anglicare decide to revamp its IT systems?
The revamp was motivated by the need to assist a growing workforce and enhance system accessibility and functionality.
What were the primary advantages of the ServiceNow deployment?
Major advantages include an enhanced user experience, streamlined processes, proactive incident management, and effective incident resolution.
How did Anglicare boost incident resolution?
By incorporating clear service mapping and team routing, two out of three incidents are now resolved on their first assignment.
What function do SolarWinds and New Relic serve in the new system?
These tools integrate with ServiceNow to proactively recognize incidents prior to staff reporting, thereby facilitating more efficient operations.
Was the ServiceNow deployment extended beyond IT?
Although initially intended to encompass HR and finance, the deployment concentrated on ITSM and ITOM for practical and readiness reasons.
