Case Studywww.servicenow.comStandard Life provides long-term savings and investments through 9,000 employees to approximately 6 million customers worldwide. The company decided to consolidate and replace some of its disparate ITSM tools with ServiceNow. Initial benefits have included a single front-end for request fulfillment and a 25 percent improvement in meeting its SLAs for incident management. Too many places to go for IT servicesAs IT evolved at Standard Life, many separate systems for request fulfillment had been built; but none of them communicated with each other. “Business customers could eventually find and order from IT,” says Philip Murray, process manager for Standard Life, “but they had multiple interfaces into the IT department and that was a big headache for them. An inconsistent experience is a poor one.”The array of disparate systems also prevented IT from rolling out any kind of intuitive, workable self-service interface. ServiceNow provided the scope to deliver a single interface that improved efficiency and allowed users to be guided toward utilizing self-service.Finally, lack of integration between tools meant that IT could improve processes only within the constraints of each individual system. “For example,” explains Murray, “in employee onboarding, there was no way to effectively integrate HR data into the separate system for requesting a laptop. Our users just couldn’t put those requests together. We’d fallen behind the business’ expectations of what IT should be able to do.”Implementation with Focus GroupStandard Life was evaluating options to replace an incumbent ITSM tool and focused on searching for a new solution with end-to-end service, consolidation, a single point of entry for users and software as a service (SaaS) capabilities.Murray was pleased to find that ServiceNow offered just that – a fully integrated ITSM suite in the cloud. As he notes, “we saw that the products were completely integrated. When you bought one thing you were actually getting the whole solution instead of having to constantly buy new tools.” This was more than a replacement – there was real potential to expand the functional capability. Standard Life engaged ServiceNow partner Focus Group Europe who promptly scheduled a site visit. When Focus Group took some of Standard Life’s specifications and built a working system within a day or two, Murray and his team were very impressed. Focus Group began implementation work in mid-April, focusing on core ITSM processes underpinned by CMDB data. Complex integrations to Active Directory and the network, along with specially designed workflow in change management, posed obstacles to the Seven Weeks and a Day to Transform ITHighlightsMaking ServiceNow the main entry point for all IT services OrganizationStandard Life plc. Business Financial services Headquarters Edinburgh, Scotland GeographiesUK, Europe, North America, Asia Pacific, Middle EastModern ITSM SoftwareServiceNow® Incident Management ApplicationServiceNow Problem Management ApplicationServiceNow Change Management ApplicationImplementation Timeline Seven weeks and a day“We could have spent nine months in a pre-production environment and then gone live, but that’s not the mood that we were in at all. The speed of delivery we were able to achieve with Focus Group Europe and ServiceNow has set a new standard.”This ServiceNow case study is based on an interview with Philip Murray, process manager for Standard Life plc.