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TRANSCRIPT
GBS Service Management AskMe (ServiceNow) Implementation
1 Confidential and proprietary business information of Givaudan
1. Service Management Platform
2. Roadmap and partners
3. Lessons Learnt
4. Statistics since go live
5. Next Steps
Confidential and proprietary business information of Givaudan 2
Agenda
Confidential and proprietary business information of Givaudan 3
Service Management Overview A single service management tool will be key enabler for the framework
Benefits
Drive harmonization in service mgmt. across Functions, E2E Processes, etc.
Measure consistently and exhaustively across GBS Functions, E2E Processes
Ease cross-team collaboration by avoiding further fragmentation of landscape
Leverage extensive and integrated capabilities of a leading service mgmt. suite
Drive continuous improvement
it will replace several existing tools while providing enhanced capabilities
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Why Do We Need a Service Management Platform?
Enabling a single, global system of engagement
Providing employees relevant
information and follow up
Prioritising the right
cases
Getting questions, issues and responses to the right person
every time
Available any device any where any time Bringing topics
together – one GBS experience
Enabling continuous
improvement analysis
a cross-functional team analysed and assessed the Service Management market against the Givaudan requirements
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Selecting Our Service Management Platform
What process did we follow?
Tool capabilities
Functional requirements
User interface and ergonomics
Supporting materials and communities
Integration with Givaudan
technology
5 decision criteria
AskMe is an easy to use platform that connects employees to the services and solutions they need in the most efficient way possible. .
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What is AskMe?
Positionning
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What it looks like for you
Access to a service
I don’t know how to get a service
AskMe puts me in touch with a colleague to help me get the service I need
AskMe tells me where to go to get the service I need (SAP, Engage, Chili, CONCUR, OSS, etc…)
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I have an issue with a service
AskMe puts me in touch with a colleague to help me with my issue
What it looks like for you
Issue with a service
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Scope
Environment, Health and Safety +
Sustainability
Finance and Controlling
Human Resources
Information Management and Technology
Source to Pay Enterprise Data Management
*
* AskMe replaces and optimises existing GSD functionalities
Pre
vio
us o
ffer
AskMe leaves the opportunity to add other services in the future!
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Today’s offer
HR
Finance and Controlling IM&T
EDM
EHSS
Source to Pay
• EHS Process Risk
Analysis (PRA)
• EHS project
initiation
• Specific EHS tools
access
• EHSS
questionnaires
• System guidance in Chi i
SRM
• Supplier dispute and non
conformity
• Payment clarification &
invoice related inquiries
• Process Supplier’s
invoice
• Travel and expenses
help & maintenance
• Computers, tablets and
peripherals • Telephony services
• Business Applications • Productivity tools
(software)
• Inter-Company
accounting • Fixed Assents
accounting
• General HR Services • Talent Acquisition • Development • Performance
Management • Talent & Succession • Learning • Master Data • HR Systems Support
• Mass Master Data
maintenance • Master data
extration • EHSS Poison
Centre notification
• Vendor, customer,
material creation&
update
EHS and Sustainability
AskMe
Demo
12
13
1. Service Management Platform
2. Roadmap and partners
3. Lessons Learnt
4. Statistics since go live
5. Next Steps
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Agenda
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AskMe (ServiceNow) Implementation Releases and Roadmap
Foundation
•Core Platform Setup
•Common Components Setup
Pilot and R2
•EHSS
R3
•EHSS
•STP
•HR (General GBS HR Queries)
•FICO
•EDM
•IM&T (GSD replacement) Ph2 – Incidents, Requests, Problem, e-bonding
R4
•HR (expanded/additional services)
•Corporate Compliance
•Stabilization and improvement
R5
•HR translated portal
•IM&T (GSD replacement) Ph 3 – Change Request
•Stabilization and improvement
2017 2018
May
Jun 14 – Pilot Aug 23 – Launch
Feb 25/26
Big Comms
Apr 25 July18
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Integration partners and project governance
Steering Committee
Business Validation Committee
IM&T Architectural Committee
Business Users (Team Members)
Papillon Stream Product Owners
Global Product Owner
Global Scrum Master / Project Manager / ServiceNow Release Manager
Solution Competency
Centers
Proxy Product Owner
Change Management
IM&T Solution Project Office / Papillon IT Enabler
External Partners
EY Engage ESM
Application Support
Team
Regional and Local IT
HR IS
1. Service Management Platform
2. Roadmap and partners
3. Lessons Learnt
4. Statistics since go live
5. Next Steps
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Agenda
Which position in the IT offer - Knowledge vs Information vs
Service?
Common vocabulary (request, service, analyst…)
One single helpdesk or by function?
Which channels?
How to increase portal adoption?
How to manage multilanguage?
Amazon like Service catalogue
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Lessons Learnt and challenges
System of Engagement and System of Record
The line between SE and SR is
becoming increasingly blurred. SE’s
such as ServiceNow are becoming
increasingly good at service
fulfillment. SR’s such as SAP are
becoming increasingly good at
engaging their users.
We use a set of considerations to
agree on the optimum architecture
for each service portfolio.
It is also worth bearing in mind this is
a journey; we may begin focusing
primarily on customer engagement
and mature provider functions over
time.
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Customer
Service Provider
External Knowledge
• Service requests
• Questions
• Approvals
• Alerts/notifications
• Knowledge/FAQ’s
• Dashboard/reports
• Questions
• Updates
• Approvals
• Alerts/notifications
• Knowledge/FAQ’s
• Dashboard/reports
• Assignments
SLA Engagement workflows
Fulfillment workflows
OLA
Internal Knowledge
System of record
System of engagement
Service Catalog
Confidential and proprietary business information of Givaudan
Contract
Showback
1. Service Management Platform
2. Roadmap and partners
3. Lessons Learnt
4. Statistics since go live
5. Next Steps
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Agenda
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• Users who accessed AskMe (both end users and analysts) • Total users visit since go-live (Feb 25) – 7100 users • Users accessing the portal for the first time (captured only on Feb 27 onwards)
Key Statistics
As of June 6
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Total requests: 128.201
Total forms submitted in the portal: 27.962
Top 10 forms submitted in the portal:
Key Statistics
Forms submitted in the portal
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Customer Satisfaction Survey
Services provided by analysts – as of June 6
Note: AskMe response rate since Go Live: 15% / 9985 responses (66677 survey sent) • Survey is sent for every solved
case, request or incident.
78%
16%
3% 3%
Overall customer satisfaction
Very satisfied Satisfied Dissatisfied Very dissatisfied
1. Service Management Platform
2. Roadmap and partners
3. Lessons Learnt
4. Statistics since go live
5. Next Steps
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Agenda
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Focus points based on cross-functional alignment:
• Engaging the users of AskMe for improved usage of the tool
• Collecting feedback on AskMe and identifying improvement points that enhance the customer experience
• Further enhance the cross functions collaboration – on specifics and service connections.
• Improving the service articles, simplifying request forms, connecting services
Next steps
Confidential and proprietary business information of Givaudan
Confidential business and proprietary information of Givaudan, may not be copied or distributed to anyone without the express written permission of Givaudan
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Confidential business and proprietary information of Givaudan, may not be copied or distributed to anyone without the express written permission of Givaudan
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Confidential business and proprietary information of Givaudan, may not be copied or distributed to anyone without the express written permission of Givaudan
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Confidential business and proprietary information of Givaudan, may not be copied or distributed to anyone without the express written permission of Givaudan
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Confidential business and proprietary information of Givaudan, may not be copied or distributed to anyone without the express written permission of Givaudan
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Confidential business and proprietary information of Givaudan, may not be copied or distributed to anyone without the express written permission of Givaudan
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Confidential business and proprietary information of Givaudan, may not be copied or distributed to anyone without the express written permission of Givaudan
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Thank you
Contact Laurent Guerre GBS Service Management
26 Confidential and proprietary business information of Givaudan