With the new configuration, T-Systems Hungary is once again in a position to manage its service processes efficiently. The central database has created a “single point of truth” for all service personnel and project workers. It allows employees and all connected partner systems to access the information they require in each case. The practice of logging into multiple systems is now a thing of the past; data transfer is controlled via automated processes. The system delivers not only efficiency gains, but an entirely new user experience thanks to its contemporary, easy-to-use portal.
The new kind of asset management offered by ServiceNow speeds up our service processes and makes them more transparent.
Ákos Adravetz, Project Manager, T-Systems
The existing asset management system was custom-built and originally conceived for the very early days of the company’s business operations. But as business grew continually, the system began reaching its limits. Once managed assets passed the one-million mark, service employees and project managers found they were dealing with a mind-numbingly slow system. On top of that, more and more errors occurred, which had to be rectified manually after time-consuming research in other systems. All this extra work had an enormous impact on service process efficiency. As T-Systems had already rolled out ServiceNow for ticketing in 2016 and was pleased with its performance, those responsible decided to deploy the tool to optimize asset management as well.
When implementing ServiceNow, the T-Systems team in Hungary opted for the public-cloud variant. The system can manage not only customer assets, but also in-house components. Implementing the asset management tool was anything but trivial. In order to correctly map the service processes, the company’s own developers needed to make extensive adaptations to the system. For instance, authorization and signing processes – e.g., for purchase and service orders – had to be configured to ensure they were legally watertight.
To prepare for the future, companies need four building blocks: connectivity, cloud and IT infrastructure, security and digitization. The cloud is one of the central components of an efficient IT strategy.