Crossfuze from
the very beginning were able to give
us a clear idea on how we can use ServiceNow in
order to benefit our business. We were able to
show them the tasks that we performed
on a regular basis, and they showed us how we
could do it within ServiceNow easier and quicker and slicker. Their guidance has
meant that I've been able to concentrate
on the right processes that have needed doing
at the correct time. They helped me to see
the wood for the trees. And considering where we were
before the process started, that's been invaluable. On go live day,
112 people logged onto the self-service portal. Now considering we never
even advertised it, this is a really good
number, and it really well indicated that we're
ready for self-service. Our users were able
to view their tickets, see where they were
located, and which analyst was working on it. As far as IT was concerned,
after a few initial concerns regarding processes, procedures,
and changing processes that they hadn't used
before, the response has actually been very positive. And we're now able to
prove that the service is improving as a result
of using ServiceNow. The partnership a
lot of faith in us in order to purchase ServiceNow. So we wanted to show
a return on investment as quickly as possible. With Smart Launch,
we're able to do that. We were able to roll out
ServiceNow in record time, and the partnership can clearly
see where the money has been. It's given us the
opportunity to be able to automate more services
across the business services unit. It turns us into
a one stop shop so that when we do go live with
our self-service portal, it will be more seamless. Partnerships tend to work
on very short budget cycles. And therefore, they want to
see a return on investment very quickly. Smart launch was able
to provide that for us. We were able to go
live on instant problem and change within nine weeks. It would have been shorter,
but we have the training intake in between all this. It's slick. It gets the job done. There are no hidden costs. You know exactly how much
you're going to pay for upfront. In addition to
that, the knowledge is kept within the
business, which means when the implementation
partner leaves, the knowledge doesn't
leave as well. There are many ITSM
solutions on the market. I've now implemented
service now twice. The first time round, I
went to the service desk show in [? Elles ?] Court
to have a look at everything that was on offer,
narrowed it down to two-- ServiceNow and one other. ServiceNow was the cleanest,
crispest, and got the job done. This time round,
we needed something that was going to
be easy to implement and would have a
longevity, which meant it would
grow with the team and grow into a
more mature state. And we were able to roll out
across different business service units. ServiceNow was the one
that was [? able ?] to provide that job for us. We were looking
for a partner who were able to offer us
a personal experience. Our firm has high expectations
and high client expectations, and we wanted to move
our IT service in line with the business requirement. We had no idle processes for
instant problem and change, and we wanted a
partner who would be sympathetic to our
particular circumstances and be able to guide us
in the right direction. We now have the technology to be
able to implement the platform across other business
services such as facilities, enabling a closer synergy
and a seamless service for our lawyers and their teams. Being more proactive,
reducing outages means that lawyers have
less time worrying about IT and can concentrate on
servicing what they should be doing-- their clients. With the self-service
portal for [? fee owners ?] and their teams, it means that
the way the service desk work will change. The emphasis won't
necessarily be on answering the calls
anymore with the phones. It'll be dealing with
self-service tickets, which means we can prioritize
work much easier. With the introduction
of AI coming with the new version
of ServiceNow, there will be
self-automation of tickets, easier prioritization
of tickets, and self-closing of tickets. We will be able to
prioritize our work easier, freeing up our team to be
more proactive and better serve our business.