Implement a single Service Management platform to realize greater user satisfaction and resolve incidents more quickly.
“The implementation of the ServiceNow platform has improved the efficiency and effectiveness of service support.”
ENGIE provides renewable energy and is committed to combating climate change and ensuring supply security as well as the responsible use of available resources.
ENGIE’s main desire was that the entire organization should be able to work using a single platform as the basis. Moreover, the company’s major focus was on optimizing its operational processes. These processes included incident, problem, change, asset and configuration management, as well as field service management and event management, and setting up a customer service portal.
Replacing the current Service Management solution (HPE Service Manager) with the ServiceNow platform. Service support and project portfolio management were set up in this regard. Using the Impulse4 implementation accelerator, this project was realized within 12 weeks.
The ServiceNow platform was implemented in the space of 12 weeks. The most significant results of this implementation were more efficient operational processes and greater user satisfaction realized by organizing the service catalog, request fulfillment and customer self-services.
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