PARTNERS

COMPUTACENTERAND SERVICENOW

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A SPRINGBOARD TO SUCCESS

Efficiency. Agility. Consistency. Whether users are business stakeholders, employees, customers or IT professionals, they all want an enterprise service experience that helps them achieve the most in the least time.

At Computacenter, we help organisations seize the ServiceNow opportunity. We define requirements, design processes, implement solutions, monitor performance and provide ongoing support.

From answering customer queries and resolving IT incidents to simplifying operations and integrating your security portfolio with a single platform that prioritises incidents and vulnerability based on the impact to your organisation. ServiceNow enables organisations to consolidate and automate enterprise service management across their entire business.

Delivered as a cloud-based solution that captures data once and re-uses it across the platform, ServiceNow not only streamlines processes and optimises performance but also helps control costs.

By optimising enterprise service management, organisations can replace manual tasks with automated workflows; augment traditional platforms with digital channels; and prioritise their resource and their response. They can achieve a step-change within both IT and business service disciplines.

Through a single system of engagement and optimised support processes, ServiceNow enables a richer user experience and helps to unlock competitive advantage.

SOLUTION SUMMARY

Smarter enterprise service management can help increase

employee productivity and boost competitive advantage

With 73% of organisations planning to increase their focus on the user support experience1 in the future, delivering proactive and flexible services will soon become a differentiator in the workplace and beyond.

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END-TO-END SERVICE

Realise the full potential of the ServiceNow ecosystem with faster adoption and greater utilisation

REINVENT SERVICE MANAGEMENT ServiceNow is not a single solution, it’s an ecosystem of integrated tools that is constantly evolving thanks to real-time analytics and new business applications.

At Computacenter, we enable users and organisations to leverage this ecosystem, not only accelerating adoption but also optimising and extending existing implementations.

We provide support at every stage of the ServiceNow lifecycle. We navigate the procurement of licences. We test and implement builds. We enable integrations. And we manage the platform.

Our services continue long after the initial rollout; our experts can also assist with ongoing platform management and the introduction of additional modules as part of a roadmap for continuous improvement.

We enable customers to tap into a wealth of expertise not just for transforming IT service management but also other functions, such as cloud services, customer support, and security and IT operations.

With 44% of organisations wanting to increase their use of ITSM tools and processes in non-IT business units, our cross-function experience of the ServiceNow

platform helps to reduce complexity and costs and enable a holistic approach to service delivery.

Our experience is founded on lessons learned from hundreds of customer engagements. We draw on this heritage to help organisations understand and overcome the technical and cultural challenges that can come with transforming service management. We simplify change. We shorten timelines. And we deliver tangible results.

61% of service desks spend most of their time fire-fighting1

31% of organisations use a cloud-based

solution for IT service management1

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To get the most from their ServiceNow investment, organisations need to ensure they have access to the right expertise at the right time. With service management skills increasingly in short supply, Computacenter provides expert advice and flexible solutions to help customers optimise their ServiceNow processes and platform.

Software Licence ManagementComputacenter helps organisations evaluate their current and future ServiceNow requirements to ensure they right-size their licensing investment. With ServiceNow implementations often expanding to additional teams and business functions, we ensure software agreements remain compliant and consistent. We review entitlements. We reconcile licences. We manage renewals. We help to maximise utilisation while minimising the cost and complexity of the lifecycle for an evolving cloud-based solution.

ImplementationOur skilled consultants leverage a tried and tested methodology based on the ServiceNow Adaptive Implementation Framework to reduce risk and accelerate timelines. From analysing service management processes and building integrations to conducting user testing and developing transition plans, we support customers through the key implementation stages. We use a combination of workshops, show and tell sessions, and e-learning solutions to ensure users are involved in this critical phase of the ServiceNow lifecycle.

TransformationComputacenter combines its consultancy, delivery and training expertise to help organisations exploit the full potential of ServiceNow. Applicable to organisations already using or planning to use ServiceNow, our transformation services help to prioritise future developments, optimise processes, and address performance issues. With support from our highly skilled team, customers can develop and deliver a ServiceNow roadmap that takes advantage of the latest modules, upgrades and features to deliver the best outcomes for the business and its users.

RIGHT EXPERTISE AT THE RIGHT TIME

SERVICE STACK

Computacenter’s deep and broad expertise helps organisations maximise their return and results from ServiceNow

Managed Services We safeguard the quality and consistency of the user experience by providing a fully monitored, maintained and supported platform for ServiceNow instances, which is managed by experts with the highest accreditations. From resolving incidents and making changes to overseeing system administration and platform upgrades, we simplify the day-to-day running of ServiceNow. We provide 24x7 monitoring with system, event and transaction logs as well as performance reports. To facilitate continual improvement, we regularly review trends, processes, and future releases, making recommendations that will enable our customers to optimise service delivery.

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SERVICE STACK

Give access to scarce and expensive ServiceNow accredited resources

Tried and tested implementation approach and methodology

Optimisation of new and existing deployments

IMPLEMENTATION & TRANSFORMATION SERVICES

SERVICENOW LICENSE MANAGEMENT

Help to work around the complex bundling of ServiceNow licenses

SERVICENOW PLATFORM MANAGED SERVICES

We manage and optimise customers’ ServiceNow

platform on their behalf

SERVICENOW SERVICES: END-TO-END

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STRATEGIC PLATFORM, STRATEGIC PARTNER

OUR CAPABILITIES

Tap into one of the most experienced pools of ServiceNow specialists in Europe

ServiceNow is becoming a strategic platform for organisations across the globe, and that demands a strategic approach and a strategic partner.

Computacenter is one of the leaders in the ServiceNow partner ecosystem. In spring 2017, Computacenter boosted its existing service management consulting capabilities through the acquisition of TeamUltra. It now boasts one of the most experienced pools of IT and enterprise service management and ServiceNow specialists in Europe.

We have developed industrialised processes and best practices that help to remove cost and complexity from key administrative and operational tasks, such as applying fixes, patches and upgrades.

The combined expertise of the two companies provides customers with unrivalled support at every stage of the ServiceNow lifecycle. From pinpointing performance improvements to new implementations, safeguarding security and managing the platform, our 60-plus certified ServiceNow and ITIL service management consultants are always on hand to find smart solutions to our customers’ problems.

Through the acquisition of TeamUltra, Computacenter can help customers on their digital transformation journey by using ServiceNow’s platform and suite of solutions to enable users for success.

Daniel Osterbergh

Area Vice President, Channel & Alliances, EMEA, ServiceNow

clients in 10 countries320 600 customer projects delivered

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LONGEST SERVING PARTNER

IN EUROPE

DIFFERENTIATION

Computacenter has the breadth and depth of services and skills to assist with all types of customer engagements – from optimising IT service management on a global scale to strengthening security operations.

We have been helping organisations realise the full business potential of ServiceNow for more than 10 years, which makes us the longest serving partner in Europe. All our services focus on enabling users and can be tailored to meet individual strategic goals and enterprise budgets.

We understand that every engagement is unique, and take a highly collaborative approach to designing, implementing and optimising our customers’ ServiceNow platforms. We provide pragmatic, independent and trusted advice. And we have the customer feedback to prove it. In 2017, we achieved one of the highest customer satisfaction score for ServiceNow projects in EMEA.

Pragmatic, independent and trusted advice from a dedicated team of ServiceNow specialists

WHY PARTNER WITH COMPUTACENTER FOR YOUR SERVICENOW REQUIREMENTS:

• We have one of the most experienced pools of ServiceNow specialists in Europe, having completed more than 600 projects and implementations

• We are a ServiceNow Gold Sales partner and a Gold Services Partner and are involved in beta testing new features

• We have the largest permanent ServiceNow consultancy team in Europe

• Our team has the second highest number of ServiceNow Technical Accreditations worldwide, with more than 60 ServiceNow Implementation and ITIL-certified service management specialists

• We were one of the first ServiceNow partners to implement IT Operations Management, Security Operations and Customer Service Management solutions for customers

• With end-to-end IT expertise, we can assist with broader workplace and service management transformations to enable the business and its users

• We transform the end user experience by linking ServiceNow with Computacenter’s award-winning Next Generation Service Desk (NGSD), Digital Workplace, Digital Trust and Digital Power offerings.

The only partner in EMEA accredited across all ServiceNow partner programmes

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OUTCOMES

WHY OUR SERVICENOW CAPABILITIES MATTER

FOR THE USER

• Improves adoption and satisfaction

• Maximises productivity and flexibility

• Supports the delivery of a richer user experience

FOR THE BUSINESS

• Accelerates innovation and digitalisation

• Minimises risk, downtime and cost

• Supports growth and business change

FOR THE CIO

• Simplifies service and infrastructure management

• Removes need to recruit and retain internal ServiceNow specialists

• Optimises investment and simplifies implementation

Drive greater growth and agility with service management designed for people by people

At Computacenter, we don’t just think about the outcomes for the business, we think about the benefits for the user. Whether it’s service desk agents, IT operations teams, security specialists, employees or customers, we put people at the heart of our ServiceNow projects. We enable. We enrich. And we engage.

We help organisations unlock the full potential of a cloud model, managing costs while maximising agility and efficiency.

By listening to and collaborating with our customers, we help them achieve the best outcomes from their ServiceNow investments both in the short and long term. We facilitate automation. We enable self-service. We unlock new opportunities.

Through the breadth of our skilled and certified resources and the depth of our relationship with ServiceNow, organisations can drive greater growth. They can enrich user experiences. And they can future-proof service management for a digital age.

UNLOCK THE FULL

POTENTIAL

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OUR EXPERIENCE

OUR TRACK RECORD INVESTING IN THE FUTURE BANK SEIZES THE DIGITAL OPPORTUNITY

OBJECTIVE As part of a major digital transformation initiative, an independent UK banking group wanted to be able to measure and manage service levels based on a customer-centric approach

SOLUTION Computacenter helped the bank understand the potential of ServiceNow mapping different features to strategic goals. It also conducted a pilot and provided support for an enterprise rollout. Introducing features, such as automated password resets and self-service will increase service efficiency.

OUTCOME By automating and digitalising service delivery, the bank will be able to reduce risk and increase efficiency. The ServiceNow platform will encourage continual service improvement and help the customer achieve its goal of becoming a leading UK challenger bank.

COOKING UP A STORM RESTAURANT CHAIN UNLOCKS GREATER SELF-SERVICE

OBJECTIVE Providing a seamless dining experience to customers in 70-plus restaurants requires reliable service delivery across multiple business functions not just kitchens. The customer wanted to replace three separate service desk applications with a single system of record covering IT, facilities and supply chain.

SOLUTION The large restaurant chain partnered with Computacenter to deploy a ServiceNow platform, which includes Incident Management, CMDB, Service Catalogue and a Self-Service Portal for staff to access all services via a single landing page. The customer also plans to use the ServiceNow mobile app and so outlets can remotely report incidents using rich media, such as photos.

OUTCOME Fostering a culture of self-service will empower restaurant and support staff to focus on delivering even higher standards of customer experience. The restaurant chain will also benefit from costs savings by eliminating multiple legacy systems.

GET IN TOUCH

To find out more about how Computacenter can help your organisation maximise its investment in ServiceNow and transform service delivery please contact your Computacenter Account Manager or call 01707 631600.

computacenter.com

1 ‘A View From The Frontline’, Service Desk Institute, 2017

Enabling users and their business

Computacenter (UK) LtdHatfield Avenue, Hatfield, Hertfordshire AL10 9TW, United Kingdom

Computacenter is a leading independent provider of IT infrastructure services, enabling users and their business. We advise organisations on IT strategy, implement the most appropriate technology, optimise its performance, and manage our customers’ infrastructures. In doing this we help CIOs and IT departments in enterprise and corporate organisations maximise productivity and the business value of IT for internal and external users.

computacenter.com+44 (0)1707 631000