A leading energy company taps the full power of a digital enterprise
Enabling digital transformation through flexible managed services
Client
Electric and gas utility company
Sector
Power and utilities
Project
Deploying and managing ServiceNow with 乐鱼（Leyu）体育官网 Powered Evolution managed services
Share
Project at a glance
Recognizing the need to modernize, digitize, and connect workflows enterprise-wide,聽this energy company chose ServiceNow as their cloud platform partner.聽Even as our client鈥檚 team prepared for deployment of its first initiative, it was聽looking ahead at how to maintain momentum.
乐鱼（Leyu）体育官网 LLP (乐鱼（Leyu）体育官网) worked with our client to execute a successful digital transformation聽implementation, and strategically grow the new ServiceNow聽platform to support ongoing transformation.
Our practical approach and the 乐鱼（Leyu）体育官网 Powered Evolution solution provide the聽agility this utility company needs, bringing in the right people and processes at聽the right time and providing insights into what ServiceNow can offer today as聽well as new functionality coming tomorrow.
Client challenge
This energy company chose ServiceNow as a critical, foundational platform聽to transform how IT services are delivered to their workforce and to drive聽significant improvement in cyber and IT operational performance. Their adoption聽of ServiceNow would achieve their goals and set the stage for a thoroughly聽automated, deliberately digital, enterprise IT platform supporting their pursuit of聽technology-driven outcomes.
With the go-live date and deployment to 10,000 users fast approaching, the聽company was struggling to build needed in-house capabilities, due to internal聽hiring constraints and fierce competition for ServiceNow talent.
In addition, their strategy and aspirations for ServiceNow-based future initiatives聽would likely require more and different resources鈥攕o the in-house capabilities聽they were trying to build might not serve future needs.
To me, relationships are extremely important, and that鈥檚 a strength of 乐鱼（Leyu）体育官网. It goes beyond ink on paper. They鈥檙e committed to our success. And they show it every day in how flexible and agile they are in meeting our needs.
Global IT Manager, Electric & Gas Utility Company
Key 乐鱼（Leyu）体育官网 initiatives
In addition to determining how 乐鱼（Leyu）体育官网 could best meet our client鈥檚 immediate deployment聽needs, we brought in our Powered Evolution team to strategize on how to support the聽company鈥檚 ongoing transformation. Our client鈥檚 candor and transparency fostered a聽powerful working relationship. Together, our two teams supported broader objectives, such聽as growing the platform, as well as tactical aims including the development of structured聽frameworks for handling break-fix issues and incremental enhancements.
Since 2019, we鈥檝e worked with this client on key initiatives:
- A three-year program involving the implementation of and managed services for the聽cloud platform across IT services (Business, Operations, Field Services Management,聽and Security)
- Ongoing managed services delivering aggressive work sprints, multiple patch cycles,聽and version upgrades
- An Agile program involving process optimization, technology architecture, configuration,聽and deployment for more than 10,000 internal users
- An optimal framework for enhancing the company鈥檚 ability to track, manage, and forecast聽demand for products and services across all business units.
Business impact
This company鈥檚 commitment to digital transformation, strengths as a candid collaborator,聽and access to 乐鱼（Leyu）体育官网 resources鈥攊ncluding deep ServiceNow experience鈥攍ed to key gains:
- A highly effective governance model supports the ServiceNow platform
- 10,000 users collaborate easily and effectively on issue resolution and request聽fulfillment, enabling reduced time to completion on tasks that are now requested in聽the tool
- A centralized view of customer products and services spans all business units and聽technology groups
- A single source of truth for the IT function houses knowledge and configurations,聽incidents, service requests, and business impacts
- Well-defined, widely adopted, and easily measured ITSM and agile processes are聽in place
- 50 tasks related to service requests have been automated
- Average of 140 Agile story points developed per sprint, for a total reduction of聽3,360 story points per year
- Average request-fulfillment time decreased from 10 business days to 2聽business days due to task automation
- Automation of access requests to NAS folders has reduced manual tasks by聽an estimated 2,700 hours in a calendar year
- Internal users report greater satisfaction due to decreases in outages, faster聽resolution times, and improved self-service tools
- Seamless coordination between multiple third-party suppliers and vendors聽supporting our client鈥檚 ServiceNow platform
- Automation of access to elevated security privileges includes expiration聽dates, ensuring removal of elevated privileges as soon as they are no聽longer required.
Why 乐鱼（Leyu）体育官网?
-
Today, transformation must be quick
In today鈥檚 high-pressure business landscape, most companies are in some phase聽of transformation. So, it鈥檚 not enough to transform鈥攜ou need to do it quickly and聽effectively to gain and sustain competitive advantage. 乐鱼（Leyu）体育官网 Managed Services聽can help you keep up with innovation, move quickly to attract in-demand talent,聽and be ready to shift direction as needed鈥攕o even when you鈥檙e not sure where聽the next opportunity will come from, you can be confident that you鈥檒l be there to聽meet it.
-
Trusted guidance that flexes with your needs
It takes vast resources to be as nimble as you need to be in today鈥檚 business聽landscape. Our ability to dial our involvement up in one area or down in another,聽mine deep insights, and tap talent across industries, ITSM, technologies,聽geographies, and functions allows us to react swiftly to today鈥檚 changing聽opportunities and shifting business landscape. So, while you may engage with us聽to meet a precise set of objectives, rest assured that as they shift, we do, too.
-
Our commitment to powerful collaboration
Our goal is to be an extended part of your team. Someone with whom you聽can openly share your changing goals and insights as well as your challenges.聽Together, we鈥檒l work through questions on everything from technology to聽corporate culture. We can test assumptions, measure performance, and optimize聽the solutions that help ensure transformation initiatives are effectively deployed,聽widely adopted, and well maintained.
About our client
Our client is a diversified聽energy company. Its operating units聽include an electric utility serving 2.2聽million customers and a natural gas聽utility serving 1.3 million. Its portfolio聽includes energy businesses focused聽on power and industrial projects,聽renewable natural gas, and energy聽marketing and trading.
Meet our team
Kimberly Howery
Advisory Managing Director, Internal Audit & Entrprse Risk, 乐鱼（Leyu）体育官网 US
P. Michael Lutz
Principal, 乐鱼（Leyu）体育官网 US
James Schneider
Managing Director, Advisory, 乐鱼（Leyu）体育官网 LLP
Kimberly Howery
Advisory Managing Director, Internal Audit & Entrprse Risk, 乐鱼（Leyu）体育官网 US
P. Michael Lutz
Principal, 乐鱼（Leyu）体育官网 US
James Schneider
Managing Director, Advisory, 乐鱼（Leyu）体育官网 LLP