ITSM Transformation and Modernization Journey for a Major US-Based Automaker

Client

The client is one of the world's largest manufacturers of automobiles and internal combustion engines. It produces more than 14 million internal combustion engines each year.

Challenges 

Due to a lack of standardization and extensive historical customizations, the client was experiencing several operational issues with its IT Service Management (ITSM) operations. Uncontrolled IT services and a breakdown in governance led to problems with SLA-vendor mapping and low accountability. ITSM reporting and analytics were not automated, leading to broken KPIs and poor operational visibility. The client faced further difficulties due to the consolidation of ServiceNow instances, which increased levels of customization, created process breakdowns, duplicated data, and necessitated complex updates.

LTM Solution

The conglomerate collaborated with LTM to adopt ServiceNow HR Service Delivery (HRSD), a cutting-edge onboarding architecture, to tackle the ongoing issues.

• Standardized and prioritized the processes while outlining the critical components.
• Identified duplicate modifications & knowledge article improvement areas to effectively build workflows, process papers and training materials following ITIL 4 best practices.
• Conducted workshops and informational sessions to promote best practices and Out of the Box (OOTB) features.

Business Benefits

• 90% increase in process maturity. 
• 90% reduction in technical debt.
• 25% increase in productivity and operational efficiency. 
• Retained 200 of the original 750 catalog items.
• Restructured 80% of the existing process.