Multiplex, an international construction contractor, engaged Inetum UK&I for a health check of its ServiceNow implementation to improve platform performance and ensure future upgrades won’t cause issues, resulting in increased confidence and a roadmap for future enhancements.
The Client
Multiplex is a leading international construction contractor headquartered in Sydney, Australia. Operating in Australia, India, Canada, Europe and the Middle East, it specialises in high rise buildings, stadia, high-end residential, mixed use, education, health and civil infrastructure.
The Challenge
Having used ServiceNow for two years, Multiplex engaged Inetum UK&I to perform an independent health check of its ServiceNow implementation. The aim of the health check was to establish confidence in the technical configuration and process maturity of their ServiceNow platform. This was a key activity for Multiplex, as it was considering substantial investments in other ServiceNow solutions, such as Software Asset Management (SAM) and Event Management, as well as significant enhancements to their Configuration Management Database (CMDB) and the implementation of ServiceNow Discovery.
Multiplex also wanted the ability to identify platform configuration improvements at regular intervals to ensure its business was “on-track” and not driving towards any major issues as future ServiceNow releases were made public.
“We engaged Inetum UK&I to provide confidence that our instance of ServiceNow was steering in the right direction. Without Inetum UK&I’s health check, we would have had a lingering doubt that our platform could run into trouble at the next or any future upgrade.Inetum UK&I listened to our experiences and understood what I was looking for. The configuration review was detailed and straight forward to understand. The recommendations were sound and gave us opportunity to execute improvement activities in the way we wanted to.”
Scott Bailey
Multiplex
The Solution
Deployed over a two-week period, Inetum UK&I’s health check ran a remote scan of Multiplex’s ServiceNow instance, enabling a detailed review of the current state implementation and measured against ServiceNow best practice configuration and coding standards. Inetum UK&I provided Multiplex with:
- An assessment of configurations and customisations against best-practice standards
- A detailed report of findings with specific consideration given to scalability, manageability, performance and upgradeability of the Multiplex instance
- Recommendations to bring the instance back in line with best-practice and ensure performance-impacting issues can be swiftly resolved
The Benefits
Following the assessment, Multiplex were able to amend and reapply several configurations in line with best practice and platform performance – issues that wouldn’t have been picked up without the advice from Inetum UK&I.
Since the instance review, Multiplex have gained confidence in its ServiceNow platform and have begun launching a maturity roadmap building on the core ITSM applications – some of these projects will include an integration to Microsoft SCCM and deployment of ServiceNow Discovery, both significantly enhancing the depth and quality of the CMDB.
Multiplex’s decision-making process for its ServiceNow platform have also changed, becoming more assured with the capabilities of the platform and is confident in its ability to integrate newer technologies going forward.
For instance, performing an Instance zboot (rather than just upgrading) has allowed Multiplex to benefit from newer portal functionality within the platform. By performing a zBoot, Multiplex have been able to move away from some scoped applications which had been causing them some issues.
“I would recommend Inetum UK&I’s ServiceNow Health Check if you have not had your instance analysed for a two-year period; you have primarily supported your instance in-house using a team of administrators; or you have primarily utilised a third- party support provider and your experience has been hot and cold. The Inetum UK&I consultants are extremely professional and no nonsense. I feel a valuable relationship and trusted partnership growing between our organisations.”
Scott Bailey
Multiplex
Why Inetum UK&I
Inetum UK&I’s Health Check is performed independently, with no obligation or reliance on other projects or support activities. The benefits of the Health Check include an honest assessment of internal administration and configuration, and a fresh review of any third-party configurations or development. The outputs of the investigation range from customer to customer and have resulted in significant cost savings for some customers, with increased confidence in their ServiceNow platforms.
Multiplex is a leading international construction contractor headquartered in Sydney, Australia. Operating in Australia, India, Canada, Europe and the Middle East, it specialises in high rise buildings, stadia, high-end residential, mixed use, education, health and civil infrastructure.
