Transforming IT Functions of a Global Logistics Company Through ServiceNow Integration

Short Brief/ Introduction

Our client, a multinational logistics company in Dubai, UAE, wanted to modernize and automate its legacy systems and applications using the ServiceNow platform.
But due to constrained in-house capabilities, the company could not seamlessly integrate all its applications with ServiceNow and needed support with ServiceNow Implementation.
They chose to leverage Flatworld Edge’s proven ServiceNow development skills and extensive knowledge of modules like CSM, ITSM, ITOM, CMDB, and ITAM.
Our practical approach and proven methodologies provided the agility the company needed to bring its people, processes, and technologies together on a unified cloud-based platform.
On successfully completing the ServiceNow Implementation, our client was able to improve its existing service delivery, streamline support tasks, and fulfill multilevel customer requests quickly and cost-efficiently.

The Customer

Our client is a leading Emirati multinational logistics company that offers door-to-door cargo solutions to companies worldwide. Strategically located in one of the world’s fastest developing regions – the Middle East, its intelligent and integrated logistics solutions make it easy for businesses to exploit new markets and trade worldwide.

Formed in 2005 by the Dubai Ports Authority and Dubai Ports International merger, our client manages more than 70 million containers annually. As an integral part of the global supply chain, the company manages around 10% of global trade through its seamless, interconnected network of ports, terminals, economic and free zones, logistics hubs, and marine services.

The Client Requirement

Over the years, our client has been helping global businesses and Fortune 500 companies flawlessly integrate, manage, and adapt customized supply chain solutions across their business operations. However, with the increase in business flow, the company’s IT ecosystem grew in complexity. They started facing significant challenges while managing their internal workflow processes, especially Incident Management, Change Management, Problem Management, Procurement Management, and Service Catalogs. The leaders realized that their on-premise processing power quickly became insufficient, and they needed to move to the cloud quickly.

So, to achieve structure, control, and stability over their internal processes, their IT executives decided to unify their business on a cloud-based IT platform that provides them with a single source of truth. They decided to bank upon the unmatched capabilities of the revolutionary ServiceNow Platform.

They were sure that the adoption of ServiceNow would help them achieve their goals and set the stage for a completely automated digital enterprise, and will support them in their pursuit of technology-driven outcomes.

The Challenge

The client had already started implementing the core ITSM modules across the organization to improve their IT operational performance significantly. They had created a Business Process document too. However, the company needed help to complete the ITSM integration due to insufficient process knowledge and implementation capabilities. They had a massive list of items that needed integration with ServiceNow. Also, they were burning money on the License cost and were therefore looking for a reliable partner who could help them:

Integrate their disparate applications with the ServiceNow platform.
Seamlessly deploy the Now platform across the organization without disrupting the day-to-day workflow.
Build in-house ServiceNow capabilities to serve their future needs.

To simplify the process and augment their team’s capabilities, the client chose Flatworld Edge as their implementation partner.

Our Solution

As an experienced service provider, we brought unmatched expertise and ServiceNow implementation prowess. Our deep technical knowledge and agile sprints ensured the successful integration of various applications within the given timelines, using the best practices.

The Flatworld Management deployed a strong project management team and skilled developers with absolute knowledge of ServiceNow modules, like Service Integrations, ITSM, ITOM, CMDB, and ITAM.

The process started with a series of meetings to gather the specific requirements around the ServiceNow ITSM integration.

Our team coordinated daily with the client’s onshore team to analyze and understand the requirement and create a successful integration roadmap. They divided the project scope into 5 Key Milestones to successfully migrate the legacy ITSM tools and applications to the new ServiceNow platform without much service disruption. More than 100 applications and processes were integrated with the ServiceNow platform to create a unified service execution system. Also, before deployment, our experts carefully tested every feature described in the Scope to complete the ServiceNow implementation.

The Result

From Incident Management to Change Management to Knowledge Management and Result Fulfilment, our customized ITSM solution supports the organization’s internal processes. It helped the client enjoy uniform IT service management across all levels.

For example, the SharePoint onboarding integration automated employee onboarding and other lifecycle events across all departments, improving HR efficiency and employee satisfaction.

Similarly, ServiceNow DevOps integration enabled the IT teams to automate change management tasks such as planning, development, testing, deployment, and operations Hence, streamlining processes.

Post our implementation, within a short period, the client started using the ServiceNow platform across the entire organization. This helped them improve their existing service delivery, streamline support tasks, and fulfill multilevel customer requests quickly and cost-efficiently.