IT transformation with energy

© 2015 ServiceNow All Rights Reserved

Martin GötzCEO RWE IT Czech RepublicRWE #NowForum

IT Transformation with Energy

#NowForum

© 2015 ServiceNow All Rights Reserved2

Agenda

RWE

Project approach

Project highlights

Lessons learnt

Next steps

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About RWE

UK NL

GER

PL

CZSK

HUN

RWE AG is a German electric utilities company based in Essen. Through its various subsidiaries, the energy company supplies electricity and gas to more than 16 million electricity customers and 8 million gas customers, principally in Europe.

Key figures:

• 60,000 employees

• 48.5 billion Euro revenue

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RWE IT• IT distributed over several countries (Germany, Czech

Republic, UK, Netherlands and Poland)

• Some key numbers:– 1,494 employees

– > 60.000 supervised computers– Approx. 170 supervised RWE companies– Volume per year: • 700,000 incidents,

• 3,500 problems, • 20,000 changes, • 500,000 CIs

Structure of RWE IT

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Project Goal & Start (Phase 2)• ServiceNow implementation started 2,5 years ago to replace HP Service Manager

• Several challenges arose especially because of country specifics (no common processes)

à High maintenance costs & no standardized IT Service Management as a result

Therefore need for Phase 2

• Goal: Build a lean, standardized, global ITSM solution for one RWE

• New instance to replace the old one

• Scope: Incident, Problem, Change, Configuration, Request, Service Catalog, Knowledge, Self-‐Service

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Driving Principles• Work as one company

• Manage external partners in a common platform

• Stay as close as possible to ootb and best practices

• Challenge our current practices in the following order:

1. Adapt work practices

2. Adapt other surrounding existing tools

3. Adapt Service-‐Now

• Keep it lean, simple and standard

• Country specifics are exceptions

• Project should be completed by end of 2015

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Project OrganizationCountry Roles

Steering Board

Programme Management

Project Manager ExternalCommunicationFinancialsProcess

Standardization Architecture Project Office

Request Fulfilment / Asset Management Technical Operations

UK

NL

DE

PL

CZ

Non ITChange & ConfigurationIncident & Problem Management

Reporting and

Escalation

CMS

Service Catalogue / Reporting

Master Data

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Implementation Approach

• Agile

• Leverage best practices

• Regular session to review prototype

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Project Milestones

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Highlights

• ROI over 3-‐4 years

• 12 months project

• 30-‐50 internals and 8-‐12 externals

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Highlights – Generic Results of the Project

• Cleaning-‐up IT landscape (e.g. replaced SAP for IT Asset Management)

• Single source of truth for all countries, units and processes• Efficient collaboration platform for IT employees

• Foundation to address non-‐IT processes

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Highlights – What was Implemented• Single set of processes adopted by all countries

• Country specifics has been reduced to the minimum– E.g. Interfaces, Catalog items, SLAs

• Services and Service Catalog is leveraged across all modules � enable service centric approach

• Large number of interfaces (> 70 interfaces)

• Advanced functionalities have been built to reduce development and maintenance costs and support a global approach– E.g. Change: change models and advanced tasks management

• Request: – Request: configurable workflow to reduce the number of workflows

– Generic software form (1 form to order all software)

– Advanced bundle, hardware, software, consumable request processes (automatic ordering, software install and fully integrated with asset management)

– Large catalog built/migrated (> 1,000 items)

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Highlights – Self-‐Service

• Self-‐Service

ü One global modern multilingual self-‐service portal

ü Not focus on ITSM but ESM

ü Modern design

ü Contextual outage, news, links, etc.

ü Responsive (Tablet, Smartphone)

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Lessons Learned• Leverage out of the box in all your designs

• Start small, enrich later (function, request catalog, etc.)

• Identify key internal resources and free them up (no best effort)

• Build a team that brings best practices, accelerators, can guide and challenge

• First design then configure (ServiceNow is easy to customize but you can turn it into a monster)

• Build with care your core interfaces (AD, SSO, etc.) They are the foundation of your future ESM tower!

• If you want one global instance, run a global project from day 1. Don’t start with one country and think the other will adopt what was done.

• Start early with Service Catalog (list of services)

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Next Steps

• 2015– December Go-‐live for DE, UK, NL, PL– Hyper-‐care (2 months)

• 2016– Continue to enhance ITSM processes and integration into IT landscape– Implement non-‐IT processes

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Top Takeaways

Stay close to out of the box and best practices

Build the right team and select the right partner

Not just a technical tool implementation but more process implementation

123

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Thank YouMartin Götz

CEO RWE IT Czech Republic

RWE

[email protected]

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Highlights

• General

• Hosting at ServiceNow (UK/NL)

• Starting point for all fit-‐gap was Aspediens Best Practices

• Process model

• Process model aligned with tool configuration

• Process, procedure, work-‐instructions

• KPIs and metrics

• Interfaces

• Core: Users, locations, departments, etc.

• SSO

• > 70 interfaces

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Highlights – Self-‐Service

• Self-‐service

• 1 global modern multi-‐lingual self-‐service portal

• Not focus on ITSM but ESM

• Modern design

• Contextual outage, news, links, etc.

• Responsive (Tablet, Smart phone)

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Highlights – Incident & Problem & Knowledge

• Incident & Problem

• 1 global Incident & Problem Management process and configuration

• Advanced incident parent-‐child mechanism

• Availability management through outage records

• Advanced incident-‐problem integration

• Advanced problem-‐knowledge integration

• Knowledge base

• 1 global Knowledge Management process and configuration

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Highlights – Request

• Request & Asset

• 1 global Request & Asset configuration adapting to the different delivery model in each country

• Advanced bundle, hardware, software, consumable request processes (automatic ordering, software install and fully integrated with asset management)

• Advanced configurable workflow (reduce build and maintenance costs of the catalogue)

• Generic software request form using software models (less items, improved performance)

• Leverage ServiceNow core asset function (stock, model, etc.)

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Highlights – Change & Configuration

• Change Mgt

• 1 global Change Management configuration and process aligned to ITIL V3 and best practices

• Advance model management for all types of changes

• Leverage Service Catalogue

• Configuration Mgt

• 1 global Configuration Management configuration and process aligned to ITIL V3 and best practices

• One single configuration model agreed and implemented

• AIXBOMS integration

IT transformation with energy

Technology

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