TMX, TransAlta take ServiceNow tools far beyond the help desk


It used to be in 2014 that Jamie Duncalf, managing director of IT for Calgary-based power company TransAlta, used to be looking for a brand new helpdesk ticketing gadget and made up our minds to buy an answer from ServiceNow Inc.

It’s no longer that the legacy ticketing platform used to be unhealthy, he says, simply that no one used to be the usage of it. It used to be complicated sufficient that personnel would abandon making price ticket requests and simply means IT personnel without delay in an effort to clear up issues.

“That signifies that my personnel are solving issues and there’s price range leakage,” Duncalf says. “One thing could be getting charged to another space, but it surely simply hides the numbers.”

ServiceNow’s cloud-based IT control equipment did help Duncalf with his ticketing problem, expanding the collection of incoming tickets through 40 according to cent. “I had to give an explanation for to my boss that that is if truth be told a excellent factor as a result of that is paintings that’s at all times been there, however we will now if truth be told see it,” he says. However it’s best the least of what the answers are doing for TransAlta.

TransAlta makes a speciality of blank power manufacturing, akin to this mass sun facility in Massachusetts.

The two,300-employee company used to be embarking on its virtual transformation with ServiceNow’s control equipment as a basis. With a view to successfully provider a workforce that maintains greater than 70 energy crops in 3 nations all over the world, its IT workforce needed to arrange into being a provider group. ServiceNow helps it get there and it’s grow to be a key instrument in its alternate control technique.

Virtual transformation wishes excellent knowledge

As extra Canadian companies are ingesting the Kool-Assist being served up through Silicon Valley and chasing a virtual transformation imaginative and prescient, cloud services and products of the sort presented through Santa Clara, Calif.-based ServiceNow are all of sudden no longer best at the radar, however making waves. At its core, the product guarantees to assist enterprises measure their belongings, processes, and programs appropriately. From there, projections will also be made about how converting one small piece of the puzzle will impact the remainder of the organizational image.

“Virtual transformation calls for a brand new approach to have a look at the paintings enjoy,” says Marcus LeCuyer, ServiceNow’s Canada Nation Supervisor. “That is finished through striking worker and buyer studies first when new services and products are designed and applied.”

Previous in Might, ServiceNow hosted its annual “Wisdom” person convention in Las Vegas. LeCuyer estimates that Canadian attendance used to be up 50 12 months cent in comparison to ultimate 12 months as extra industry leaders chase the virtual transformation mandate. On the convention, they’ve different ServiceNow shoppers within the U.S. to seem to for easiest practices.

“We’re a quick observe marketplace, perhaps lagging in some spaces,” he says.

TMX Crew is one instance of a company that’s seeking to dollar that pattern. A person of ServiceNow for a minimum of the ultimate couple of years, it’s the usage of answers to maintain incident control, alternate control, orchestration, and extra. Like TransAlta, it began the usage of ServiceNow for its IT provider control features. These days it’s serving to the Toronto-based company reinvent itself from marketplace infrastructure supplier to a technology-driven answer supplier.

“It is helping me perceive the hazards of any adjustments to the actual industry have an effect on,” says Jay Rajarathinam, CIO of TMX Crew. “It is helping me know once I want to make my subsequent giant set of investments.”

Using a shared services and products fashion at TMX

TMX makes use of a shared services and products fashion to prepare its personnel, which calls on personnel to percentage assets throughout other industry devices. ServiceNow makes this imaginable after many years of various industry devices working in their very own silos. So as an alternative of every industry unit deploying its personal circumstances of’s CRM, that may be came upon within the provider catalogue and an enterprise-wide CRM will also be established.

ServiceNow’s amenities control module used to be additionally useful when TMX relocated its Montreal personnel to a brand new place of job development only one month in the past. Shifting all the ones desks used to imply staff needed to fill out paper paperwork and wait days for his or her instrument to be fulfilled. Now a front-end portal facilitates all the ones requests and incessantly computerized success is imaginable. Different occasions, a small approval step is needed involving managers.

Now Rajarathinam is making ready to deploy gadget studying proofs of thought with the knowledge made visual in ServiceNow.

“We wish to get into predictive modeling and observe gadget studying to begin predicting after we want to substitute one thing or there’s an larger probability of efficiency problems,” he says. “That’s type of the holy grail, to be performing proactively as an alternative of reacting to problems.”

Take a server, for instance, which has many parts to it – an working gadget, drivers, other instrument and , and so forth. The use of ServiceNow’s eDiscovery features, that may all be tracked. If a selected form of community card begins generating problems, then a gadget studying set of rules may just map out the place that card exists in TMX’s belongings, what industry purposes it’s serving to accomplish, and the way serious the chance to the industry is.

“Wisdom is energy,” Rajarathinam says. “However no longer figuring out is riding blind.”

Past helpdesk ticketing

In its fourth 12 months of provider at TransAlta, ServiceNow is getting used to make clear extra difficult industry issues as neatly. Over the following 12 months, Duncalf is hoping to be informed extra about outages skilled through the ability plant through tapping the alternate control module.

The foundation of this drawback once more is going again to customers no longer cooperating with the gadget. A person makes a metamorphosis the usage of the monitoring instrument, however if truth be told, makes a metamorphosis this is other than described. Those unauthorized adjustments are correlated with outage occasions reasonably extremely. So Duncalf needs to make use of the invention instrument as a cross-reference to the claims that staff make in alternate control.

It’s taken a distinct shape, however for Duncalf, the seek for the holy grail continues.

With notes from Alex Coop

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Updated: May 31, 2018 — 11:40 am
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