“Normet is extremely happy to work with Lempinen & Partners as they react fast and work in a flexible manner. It is easy to work with Lempinen & Partners. Covid-19 caused a minor delay to the project but still, all the milestones were met according to the new timetable. New projects are already being planned with Lempinen & Partners to broaden ServiceNow usage to new departments outside of IT.”
Service Integration and Management (SIAM) was not possible with the old system and IT tools had to support IT processes and SIAM. Reporting capability and measuring capabilities had to be updated. All employees of Normet are using the new ServiceNow system as well as the closest cooperation partners. This makes the number of end-users over 1500. Approximately 1000 incidents and requests are created each month.
The way how new incidents were made was changed completely. In the old system, tickets were created by email whereas now the tickets are created with an easy-to-use ServiceNow portal where the ticket creator defines the categorization of the new ticket.
One of the major improvements gained with the new ServiceNow
based system is that the tickets are only seen by defined groups, and that support officers can see the workload for each user.
The new system allows Normet to assign tickets easily with different levels e.g. for their employees as well as for the 3rd parties. Communication and visibility with 3rd parties is much easier and efficient. Normet is now able to measure the performance of the 3rd parties. The system is also less prone to human errors due to automation especially when assigning tickets to assignment groups.
The new system is more user friendly as incidents and service requests can be done via the
same ServiceNow portal
Automatisation of the alerts allows Normet to react faster to IT security-related alerts
It is easier to follow-up master data related tasks
Users have real-time visibility for their requests and incidents
Anomalies can be routed to the right resolver group because of CMDB modernization
