Insights: Case Study

Case Study: Transport organisation uplifts platform and process with ServiceNow & Kinetic IT

Industry: Transport
Products & Services: Service Integration
The Problem


A Transport organisation encountered a critical business challenge affecting IT service delivery capabilities due to low maturity in IT Service Management (ITSM) processes. Issues included the absence of reliable information, unreliable Configuration Management data, and limited understanding of service utilisation and team performance resulting in manual and inefficient processes, causing widespread dissatisfaction

The Solution


Investment in ServiceNow’s ITSM, AppEngine, and ITOM Visibility, supplemented by Kinetic IT’s consultancy services to provide process improvements and training

The Outcome


  • Achieved increased process maturity, resulting in operational efficiencies and cost savings
  • Established a trusted and maintained Configuration Management Database (CMDB) that enhanced decision-making and operational effectiveness
  • Implemented IT Operations Management (ITOM) operational insights
  • Adopted a Continuous Service Delivery Model for seamless service delivery
  • Automated the network account creation process and improved password security measures
  • Improved data accuracy, leading to increased overall employee satisfaction.

The Challenge

The transport organisation faced a critical business challenge impacting its capability to deliver IT services to its customers. The issue was underpinned by a low maturity level in its IT Service Management (ITSM) processes. This challenge encompassed several problems, including

  • The absence of good-quality information
  • Ann unreliable Configuration Management Database (CMDB) and a lack of a trusted source for Configuration Item (CI) information and relationships,
  • Limited understanding of service utilisation
  • Inadequate visibility into service and team performance for service owners and managers.

Consequently, operational efficiency was hampered, resulting in highly manual and inefficient processes and widespread dissatisfaction within the department due to inconsistent and suboptimal workflows. In addition, DoT acknowledged that this issue severely impeded their potential for improvement. The lack of reliable information hindered their ability to generate adequate business cases and limited their capacity to advocate for the necessary improvements. Access to comprehensive data was required for them to justify the need for enhancements to stakeholders and secure essential resources for implementing strategic changes.

What We Did

In response to these challenges, the customer invested strategically in a comprehensive suite of solutions and services. The acquisition included ServiceNow’s IT Service Management (ITSM), AppEngine, and IT Operations Management (ITOM) Visibility, addressing the organization’s low maturity level in IT processes.

In addition, a team of Kinetic IT consultants was engaged. Leveraging their expertise, they implemented a comprehensive strategy to overhaul the ITSM processes. This involved deploying advanced tools and methodologies to establish a robust CMDB, gathering and analysing data for actionable insights, and developing clear metrics for measuring service and team performance. Additionally, the consultants conducted thorough training sessions to empower departmental staff with the necessary skills and knowledge to utilise the new processes and tools effectively.

In tandem with these products, the customer engaged in process development and uplift services from Kinetic IT, laying the groundwork for streamlined workflows and operational efficiency. Platform implementation services were enlisted to integrate the entire suite into the existing infrastructure, ensuring a cohesive and unified operational environment.

To enhance the reliability and accuracy of the Configuration Management Database (CMDB), the customer opted for ITOM visibility implementation services, which provided valuable insights into the performance of services and teams. Recognizing the need for true transformation, custom application development services were also employed, creating a trusted source of Configuration Item (CI) information and relationships.

The Outcome

Several significant outcomes were realised:

  • The experience of increased process maturity, supported by well-defined workflows operating across what have previously been business silos, translated into both operational efficiencies and cost savings.
  • The establishment of a trusted and automatically maintained Configuration Management Database (CMDB) provided a comprehensive view of managed devices for the first time, enhancing decision-making and reducing the risk of errors. This alone contributed to a tangible improvement in overall operational effectiveness.
  • The introduction of IT Operations Management (ITOM) also enabled operational insights into team performance, allowing for targeted improvements in Service Delivery. This enhanced visibility increased team productivity and positively impacted customer satisfaction, contributing to the overall ROI.
  • The commencement of a Continuous Service Delivery Model (CSDM) maturity journey, marked by establishing a Service Catalogue, not only streamlined service offerings but also facilitated a more responsive and agile approach to evolving business needs.
  • Automating network account creation and implementing improved password security measures for new starters further increased operational efficiency, reduced manual workload, and minimised security risks.
  • Significant progress was made in enhancing operational efficiency and improving workflows through the efforts of the consultants and departmental stakeholders. Manual processes were automated, data accuracy and reliability were significantly improved, and there was a notable increase in overall satisfaction levels among departmental staff.

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