Case Study – Transdev

imaKumo, ServiceNow preferred solutions partner, in France and in Europe, congratulates Transdev for the ITSM implementation of the ServiceNow platform!
In 2015, Transdev initiated a consultation of the biggest editors of the market to provide an ITSM tool to Transdev Service Desk. The main objective was to improve assistance for the IT users and to record incidents impacting CIs. The maturity of the ServiceNow’s SaaS offering and the use-cases relevance during the pre-sale phase allowed the choice of ServiceNow implementation by imaKumo. The project has been planned in two steps:

Deployment of operational processes applications (with a GPLI integration), incident and demand management application
Deployment of a service portal, with processes for knowledge management, change management, password reset, assets and settings management
Concerning ergonomics and implementation, “the tool is intuitive, easily accessible and allows to have a short learning curve” according to Michel Prieur, Support Transformation Project Manager, at the integration level, it would have required less than 35 days to make the platform on. We have been seduced by the project methodology applied by the imaKumo’s teams: “Adoption of the tool by team has been completed in an agile way training, or by Skype meetings” approves Jean Gras, France Operation Director. Thus, they have been able to provide “Train the Trainers” training sessions.

Delivering very concrete benefits

By and large, the implementation of ServiceNow has allowed structuring the user support organization at the IT Department. Nicolas Delafontaine, Head of Operational Support, relates to be fully autonomous on the production of operational control indicators. “In a simple way and totally codeless, ServiceNow allows us to accurately measure performance by making statistics, working on continuous improvement facts, backlog management, and audit trail”.

On the strength of this success, Transdev now wishes to extend the use of the platform to change management, closely linked to the CMDB set up. The self-service portal, endowed of a service catalog, knowledge access and orchestration functions allowing the password reset will also be deployed. imaKumo and its experts will once again bring their skills and expertise on those processes.