Post on 06-Aug-2020
ServiceNow - Our journeyMichelle Carroll (ex Willis) Enterprise Operations ManagerHenry Do – Team Leader - Incident, Problem, Change, ServiceNow Team
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We are in the Travel businessAt the very core of our operations is a passion and drive to share the love of travel and to open up the world for those who want to see.
After starting with one shop in the early 1980s, Flight Centre Travel Group(FCTG) has enjoyed remarkable growth to become a $20 billion business consisting of more than 40 brands. One of the world’s largest travel agency groups, it has company-owned operations in 23 countries and a corporate travel management network that spans more than 90 countries. FCTG was listed on the Australian Securities Exchange in 1995 (ASX: FLT). Flight Centre Travel Group employs more than 19,000 people globally and has a total of almost 2800 businesses.
The Flight Centre Travel Group (FCTG) Story
Our purpose
To open up the world for those who want to see““
Our Competition Our competitors are vast, whether it be airlines, competitive travel agencies, online booking agencies (Expedia) or the consumer themselves.
The Flight Centre DifferenceIn addition to our core philosophies of Our People, Brightness of Future, Taking Responsibility and Egalitarianism, we recognise that our Customers always have a choice. We care about personally delivering amazing travel experiences. This is provided with honesty, integrity and a great attitude. It is the key to our company’s success. Our bricks and mortar retail strategy continues to provide that differentiator in customer service that cannot be replicated online.
Our vision
To become the world’s most exciting and profitable travel retailer, personally delivering amazing experiences to our
people, our customers and our partners
“ “
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Our Brands & Locations
FCTG has a network that extends throughout Australia, New Zealand, US, Canada, Mexico, UK, Ireland, South Africa, Hong Kong, India, China, Singapore, Malaysia, the Netherlands and the United Arab Emirates.
The company’s global corporate travel management network extends even further, with FCM Travel Solutions present in more than 90countries, through strategic licensing agreements with independent local operators.
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Where we started in FY18 and what we set out to achieve
To deliver against our purpose.
#Fightingchance
To provide visibility and control of our environment, so we would ‘know first’ to prevent impact to consultants.
Visibility
To stabilise our platforms at all levels. Network, infrastructure, shop equipment, telephony.
Stability
Perception of IT is empathetic. How do we do more to improve that?
Perception of IT
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The FY17-18 FCT Journey
• AWT for calls was 14 minutes (peak at 48 mins)• 8,000 calls per month• 500 chats per week• Duplication and replication of
tickets to get to 3rd party suppliers• CMDB via Spreadsheet• No automated workflows• No visibility or reporting• No view of Critical Apps and
their health and change impacts• No Cloud management• Incident realization and
response time as - 60 minutes + comms - 45 minutes
• Get ahead of the outage• Provide a better service to our
customers• Be available when they need
us• Less outages due to change• Reduce our MTTR• Automate with our suppliers
and reduce overhead• Allow them to service
themselves
• ITSM (full ITIL, Problem, Change, Incident & Service Portal) out of the box almost zero customisation• Discovery (CMBD)• ServiceMapping (25 Apps)• Cloud Management (AWS)• Integrated Splunk to SNOW and
SNOW to Whisper for P1 incidents• Automated all workflows with
key suppliers• Understood our customer’s
language
• AWT now down to 3mins (peak at 24mins during outages)• 5000 calls per month• 2000 chats per month• 250 knowledge base articles
(views are on the increase)• Self-service requests including
incidents – 2000 per month• Incidents reduced by 60%• MTTR reduced by 88%• Change requests linked to
CMDB• Customer Sat peaked at
4.56/5.0• Reduced headcount in Service
Centre by 4
• Continued focus on monitoring visibility “knowing what’s good performance” and getting ahead of the outage• Automated event alerting for
abnormal performance• Continued focus on incident
response, incident management and continuous improvement• Proactive automated
communications for service disruptions• Security Incident Operations
and Risk & Compliance automation
Where werewe?
Where we needed to be
What didwe do?
Where arewe now?
What’snext?
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ServiceNow
ServiceMe (ServiceNow) changed the servicing experience delivering self service capabilities with Knowledge Base, Service Requests and the ability to raise issues leading to a decline in inbound call volumes from 10,000 pm to 2,000 pm and wait times from 14 mins to 3 mins and reducing the headcount needed in Service Centre.
Satisfaction ratings for Service Centre also improved with over 84% of customers satisfied with the service they are receiving.
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Stability
Through the implementation of ServiceNowand integrating with key monitoring platforms such as ExtraHop, Thousand Eyes and Splunk, incidents are automatically triggered and notified to the FCT Critical Incident Team.
Since the implementation of these key platforms and new incident processes, incidents have reduced by 60%, the Mean Time to Restore (MTTR) reduced by 88% saving $millions in potentially lost revenue and lost productivity
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Perception of IT
Whilst we have improved the experience for the customers of IT through implementing ServiceMe and adopting a “service first” mentality which is being actively commented on, we still have a long way to go with improving the network and application performance “network is painfully slow” through continued investment in our monitoring tools and event alerting, uplifting our end of life equipment and driving operational excellence with our supplier ecosystem.
Satisfaction ratings for Service Centre show that over 84% of customers are satisfied with
the service they are now receiving.
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What’s next?
Reduction in outages, improved empathy, improved self-help, calling volumes dropping, answer times improved, redundant links introduced.
#Fightingchance
We continue to be on a journey for PCIDSS, GDPR, Privacy and Licensing compliance.
Compliance
Globalisation of IT, Automation of IT, Brand & Business Strategies feeding Enterprise Architecture & removal of commodity IT
Strategy
Rock solid foundation, Network change, telephony introduction, etc, getting ahead of the outage through monitoring and orchestration
Stability & Visibility
Our Implementation and learningsFrom the perspective of someone who had
never touched the platform before.
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What did we have?
1Platformfor Incidents and Requests
1Platformfor Change Management
1Platformfor Self Service
1Spreadsheetfor Infrastructure CMDB
1Platformfor Reporting
1Platformfor Customer Chat
1Platformfor Surveys
1Spreadsheetfor Application CMDB
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What did we have?
1Single PlatformIncident, Problem, Change, Self Service, Customer Chat, Surveys, Application and Infrastructure CMDB and Reporting.
© Copyright 2017 FlightCentre Technology. All rights reserved. 13
Implementation approach
ServiceNow Professional Services
1 x Senior Engagement Manager
2 x Technical Consultants
.
Flight Centre Core Team
3 x Admin team still performing ITIL duties
ServiceNow StartNow™ project methodology
- Agile, 1 week cycles
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Project Timeline
Phase 1
ITSM
Week1
Week 2
Week 3
Week 4
Week 5
Week 6
Week 7
Week 8
Plan
Discover
Prepare
Deploy
GO LIVE
Phase 2
ITOM
Week1
Week 2
Week 3
Week 4
Week 5
Week 6
Week 7
Week 8
Plan
Discover
Deploy
GO LIVE
Week 9
Week 10
Transition
What did we learn?
• Coalition of the Willing
• ITOM = Security and Networks
• Trust the Experts
• Trust the team – make tough decisions
• ServiceNow Platform = HUGE potential
• ServiceNow communities
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Share your journey and celebrate your wins
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Retro
What would I do differently?
Nothing. Proud to say I would repeat exactly what we had done.
Would could have made it better?
More resources. During project and now. More to build, more to test, more
to deliver.
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5 – What is our future?
Single Source of TruthChange, Server list, Application Portfolio Management, Financial, availability, service and performance accountability.
.Right tool for the right jobServiceNow = Service Management. Splunk = SPOG
People and ProcessesSupport the platform to leverage its power and ensure data is always maintained.
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Our Team
Toby SpringallToby.Springall@flightcentre.com.au
• ServiceNow Admin (Platform and ITSM)
• Critical Incident Management• Change Management• Problem Management• Continuous Improvement
• ServiceNow Admin (Platform and ITSM)
• Critical Incident Management• Change Management• Problem Management• Continuous Improvement
Jamie ShieldsJamie.Shields@flightcentre.com.au
William WilsonWilliam.Wilson@flightcentre.com.au
• ServiceNow ITOM• Infrastructure TDM
Thank You
Henry.Do@flightcentre.com.au Michelle.Carroll@flightcentre.com.au