CustomTec has tapped IT management consultant, ValueFlow, to implement the ServiceNow IT Service Management (ITSM) suite internally.
The managed service provider (MSP) was looking to replace its current systems after experiencing problems with legacy tool sets, alongside issues when handling tickets, the interface between the company’s service desk and support team. According to the company, the systems could be “awkward” at times.
“The main drive was around customer and user experience leading from the ITSM side,” CustomTec CTO Anthony Higgins told ARN.
“Aside from the customer side facing we were looking to replace a system that was in place and also had the ability to interface with something that provided a roadmap to an integrated solution across our tool set."
The project was divided into two initial phases, the build out of a temporary road map and needed to be in order to begin their transformation journey.
And the second step was the build with ValueFlow, a ServiceNow partner of four years, in charge of the entire process.
“From April to May we started the process, documentation, gathering requirement, understanding what they needed as well as eliminating some things that we thought we could do but then realised really was not necessary for the first iteration," ValueFlow executive advisor Carol Kelley told ARN.
"We’ve started the build in May and went live in July. So it was a very narrow time frame."
Higgins said that CustomTec saw improvements in the way the staff have been able to work in customer experience.
In addition, company has already been able to see some return on investment and unquantifiable results such as having staff happy for using with that system.
“We made the decision to do it fast because we were looking for the return on investment,” Kelley added.
According to Kelley, such a project can take up to nine months to start seeing a return on investment but with CustomTec it took only three.
CustomTec found that one of the unique things about ServiceNow solution is being able to scale the system, the modularity, the SLAs in availability and the security of the platform.
According to Higgins, ServiceNow also facilitates the local interaction with its NOC (network operations centre) located in the Philippines.
ValueFlow kept CustomTec in the loop of any new features in the platform, with Higgins citing the partnership as "essential" for the company to move fast enough and not feel as if it was “falling behind”.
ServiceNow head of alliances and channels A/NZ, Brent Paterson, said that having one of its partners offering services to a services provider was what he liked about this particular story, as there can be a lot of competition in the market.
“But within our community, we’ve got really good working relationships between partners focusing on the skills they’ve got,” Paterson told ARN.
Becoming a ServiceNow partner
After experiencing it first hand, CustomTec decided it wanted to take the ServiceNow experience to its mid-market customers and started the process of becoming a ServiceNow partner themselves.
Higgins told ARN that the key point to this the decision was the flexibility of the ServiceNow platform.
“The platform allowed us to do certain things rather than take the software and reselling it," Higgins said. "It allowed us to look at what customers wanted to achieve with IT for their business and then be able to present what they need and provide whatever services they need to succeed in what they are doing."
CustomTec sees this as way to assist its customers in taking advantage of some of the digitalisation and transformation.
“Even thought they might not think they are big enough to be playing in big data and analytics, or AI," Higgins added. "That is another aspect to the partnership, being able to bring those kind of advantages to mid-market customers."
CustomTec said it will also have the opportunity to go beyond the mid-market, as the platform allows for the MSP to serve larger customers and to potentially work with larger organisations.