See how ITGLOBAL was able to simplify its operation and significantly reduce licensing and maintenance costs by migrating its ESM platform from ServiceNow to SimpleOne.
Overview
For several years, ITGLOBAL.COM has used ServiceNow as the basis for its internal processes, however, due to the increasing costs of licensing and maintenance and the need for specialized teams to implement new features, in 2019 the company decided to evaluate other market options that could bring not only the simplification of processes, agility in development and especially a significant reduction in costs.
About ITGLOBAL.COM
ITGLOBAL.COM is a global provider of high-profile IT services, products and services. The company specializes mainly in the foreign market and has offices in six countries.
As an international Managed IT Service provider, the company develops comprehensive IT infrastructure management services for clients in private facilities, public clouds and its own network of virtual data centers.
Choice of New Platform
The key criteria for the choice were:
Enable process automation
- Automation of service management processes in accordance with ITIL recommendations;
- Reduction in licensing and maintenance costs;
- Reduction in the time and cost of system enhancements, as well as the possibility of making changes internally;
- High performance under significant loads;
- Functional, ready-made business processes that meet best practices.
- In addition, the following company needs influenced the choice:
- System deployment in a secure cloud;
- The ideal balance between No, Low and Pro Code development tools;
- Stability in system operation;
- Ease of scalability;
- Friendly and intuitive user interface, reducing user training time.
The IT team chose the SimpleOne system.
In addition to meeting the key selection criteria, the SimpleOne platform had the following advantages.
Platform flexibility
Extensive customization possibilities, visual workflow editor, powerful permissions configuration system, ready-made connectors for integration with other corporate applications, orchestration capabilities, and a wide variety of No and Low Code development tools.
Ready-to-use ITSM Best Practices
The ITSM business solution covers all the key ITIL processes at a glance. The availability of a pre-configured solution significantly reduces implementation times.
Simplicity of Implementation and New Implementations
Low initial qualification requirements and high learning speed for developers and system administrators (in the case of the ServiceNow migration, training is not even required) have made it possible to save on implementation costs and subsequent enhancements.
The product’s intuitive design has minimized user training time.
Protection of Personal Data in the Cloud in Compliance with the LGPD
Personal data is stored in an isolated cloud, with access via certified means of protection. All virtualization components (hypervisor, data storage, management system, hardware platform and virtualization platform) are protected and reserved. The computing resources made available for processing the customer’s personal data are easily scalable. Additional segments are provided in the cloud for development and testing.
Availability of the required business functionality
Highload, integration with MS Exchange, possibility of integration with popular messengers and chatbots via REST API, high customization (modification of data structure, configuration of business logic, connection to external data, extraction of information from external systems, configuration of complex logic for handling requests).
With the built-in tools, changes can be automatically transferred between development instances, test environments and production environments.
About SimpleOne
SimpleOne is a developer of a platform for the automation of all service business processes, according to the concept of Enterprise Service Management (ESM) and the principle of a single system of record. The SimpleOne platform helps to disseminate the best service delivery and management practices, implemented in the SimpleOne ITSM system, across all the company’s service divisions. End-to-end automation will make it possible to standardize services and obtain a single tool.
The product is aimed at medium and large corporate clients, as well as government entities, which are in the process of digital transformation.
Implementation results
The implemented components of the SimpleOne system:
- Self-service portal;
- Incident management;
- Request management;
- Service level management;
- Knowledge base and knowledge management;
- CMDB and configuration management;
- Purchase management and automated supplier payment;
- Automation of the accounting service;
- Automation of the legal service;
- Management of calendars and working time, approval of time off and vacations.
The migration of all of ITGLOBAL.COM’s structural divisions to the SimpleOne platform was carried out successfully and painlessly. The SimpleOne experts, together with the project team, transferred the data correctly and ITGLOBAL employees quickly adapted to the new system.
Results in Numbers
The complete migration cycle to the SimpleOne system, from drawing up the requirements document to full implementation, took six months.
Operating costs were reduced by 30%.
Training time for new employees to operate on the system was reduced by 40%.
92% of the employees interviewed reported that the interface of the new ITSM platform is intuitively more understandable than the previous one.
The speed of implementing new enhancements to the system has increased by 20%.
The cost of developing new functionalities in the ITSM system has been reduced by 45%
“When we decided to migrate our ITSM system from ServiceNow to SimpleOne, we were at a time of rapid growth, expanding our operations in several countries. This brought with it the need to optimize licensing costs without compromising efficiency.
The migration was much simpler than we imagined, and we soon saw a significant reduction in license costs. In addition, the implementation of new functionalities has become much more agile, which has made a big difference to our day-to-day operations.
The results were so positive that we decided to adopt other SimpleOne products within our operation.”
– testimonial from Piter, regional director of ITGLOBAL.COM
