Read how a Dutch insurance company was able to reduce its operating costs while providing high-quality IT services.
Transforming IT Service Delivery: Achieving Automation and Efficiency
When a Dutch insurance company was acquired, the new owners required a severe cut in staff and costs. The CIO chose to transform IT service delivery, achieving 80% automation and significant improvements in efficiency and quality.
Challenge:
Need for significant personnel and cost savings
The acquisition of a Dutch insurance company brought about a need for drastic reductions in staff and costs. The new owners demanded a more efficient and cost-effective IT service delivery model. The core requirement was to automate at least 80% of IT service delivery to achieve cost savings and efficiency improvements.
Why did the customer choose Flowworkx
The customer chose Flowworkx due to our expertise in IT service management and automation. Our previous successful collaborations and proven track record made us the ideal partner for this transformation.
Integration of two platforms enabled automated deployment and support on multiple levels.
The project commenced shortly after the acquisition, with a clear mandate to achieve significant automation and cost reductions. We partnered with the CIO to design a solution based on two core platforms: Microsoft Azure and ServiceNow. The integration of these platforms allowed for automated delivery and support across multiple levels.
Service Support
Incident, problem, and change management were handled through ServiceNow ITSM, with extensive knowledge management integrated into the employee portal to reduce incoming incidents.
Change Management
Changes requiring software adaptation led to new demands in ServiceNow SPM, with idea management implemented to collect improvement ideas from employees.
Development
Approved demands for development automatically created stories in Azure DevOps for developers to work on.
Governance
Upon completion of development and testing, changes in ServiceNow ITSM were created, with test reports attached for governance and approval.
Deployment
Deployment of new developments was fully automated using Azure DevOps pipelines, minimizing manual efforts and ensuring continuous monitoring.
Throughout the process, every step and deployment was tagged with the relevant business service, enabling easy tracking and tracing of costs and activities through the service lifecycle. Automated incident assignment based on monitoring further streamlined operations.
Significant Cost Savings, Increased Efficiency, and Better Quality of IT Services.
The transformation journey took two years and resulted in a 30% reduction in IT staff. Additionally, it led to faster delivery of new and changed applications, improved software quality (fewer incidents post-release), and enhanced governance.
The customer benefited from significant cost savings, increased efficiency, and better quality of IT services. The automated processes ensured consistent and reliable service delivery.
Next Steps
The ongoing cooperation will focus on further optimizing IT service delivery and exploring additional automation opportunities to maintain and enhance the achieved benefits.
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Kompetenz
Business Process Automation (BPA)
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Customer Relation & Service Management
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Managed Service
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Health Assessment
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Workflow Automation
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Custom App Development
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Consulting / Professional Services
Kompetenz
Enterprise Service Management (ESM)
Produkt
ServiceNow – Automate & Optimize Workflows for Enterprises
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Servicely: AI-Powered Enterprise Service Management for SMEs
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