Cary, North Carolina innovates IT operations with ServiceNow

Proven methodology paves the way

NTT DATA introduced the Cary IT organization to an accelerated ServiceNow implementation methodology, which NTT DATA had used successfully on other engagements. The foundation of the methodology is a “crawl, walk, run” approach to deploying each module through this workflow:

• Establish module scope and user expectations
• ServiceNow system admin training
• Sprint planning for rollout
• Module build
• User Acceptance Testing
• Knowledge transfer and training
• Go-live

The methodology deploys ServiceNow modules in parallel to accelerate the overall implementation.

“NTT DATA was second to none. They didn't just tell us what they were going to do; they told us in great detail how they were going to do it. They made us very comfortable with the ServiceNow platform,” says Cary’s Chief Technology Officer Peter Kennedy.

“We started with ITSM, ITOM, Hardware Asset Management and Software Asset Management, says Braydon Small, Cary’s IT Services Delivery Supervisor. “Those are all important because they’re the baseline of what you build out first for anything IT Services related.”

Deploying those modules required building a ServiceNow Configuration Management Database (CMDB). The CMDB is the central repository describing Cary’s IT assets, services and real-time dependencies. The deployment team used ServiceNow Discovery to scan and identify components in Cary’s infrastructure and then populate that information into the CMDB. Discovery automation keeps the CMDB up to date.

“We have all our assets in the platform — all our desktops, laptops, servers, network devices, routers, firewalls — they're all now within one CMDB,” says Christian Roehm, Cary’s IT Project Manager.

With a centralized platform, Cary has real-time visibility into asset status and location, as well as improved compliance and security through automated tracking and monitoring. Plus, the organization can reduce expenditures by optimizing asset use.

Roehm adds, “With ServiceNow, when we propose an infrastructure change, we can map the components that are impacted to other components that might affect departments such as fire and police — a capability we have not had before. We can see when licenses or leases will expire. We can proactively address issues before they impact services, which is a big step forward for us.”

Service Catalog transforms order fulfillment

One goal of Cary’s ServiceNow deployment was streamlining how its employees request and receive IT equipment.

“What we wanted to do was get hardware into people's hands as efficiently as possible,” says Small. “So, we built out a Service Catalog, and we're constantly expanding and growing it.”

Cary’s Service Catalog streamlines equipment fulfillment requests through a centralized, user-friendly platform. It also reduces service desk burdens and improves response times. Instead of back-and-forth communication with Cary IT, employees can specify their requirements directly in the catalog, such as choosing the size and specifications of monitors.

Small says, “With Service Catalog, employees go into the portal and decide what they want. We then review the request and ship the equipment. It saves us a lot of work. We’ve eliminated the need for follow-up questions, expedited the fulfillment process and improved our user experience.”

Walk-up Experience boosts productivity and satisfaction

Another module that Cary deployed during the project was the ServiceNow Walk-up Experience. The Walk-up Experience offers convenient, face-to-face support, reducing downtime and boosting productivity. Employees can schedule service appointments, check wait times and track requests via an intuitive portal. The portal integrates with ITSM workflows for efficient ticket management and uses analytics to improve service performance.

“Our team can anticipate who's coming in when and can provide great tailored service,” Roehm says. “This allows us to be more proactive and deliver service faster.”

Roehm adds, “We were able to incorporate this capability while staying within budget and finishing the project on time. The only reason it was possible to do this was the methodology NTT DATA brought to the table.”

Smooth rollout solidifies success

Cary and NTT DATA rolled out the ServiceNow platform in nine months with no budget overruns.

“I have to say, this was probably the smoothest project I’ve ever done on an enterprise level,” says Kennedy. “That’s a huge win, not just for IT, but for us delivering projects throughout the organization.”

Through this strategic deployment, Cary has set a benchmark for other municipalities looking to provide outstanding service delivery to their stakeholders. Cary’s IT organization is now working to expand its ServiceNow capabilities to enhance human resources workflows, empower field services and further scale customer-facing services. Cary leaders say this investment in IT infrastructure speaks to their continuing commitment to providing top-quality amenities to its residents and community.

“Our ServiceNow deployment has enhanced our IT operations and positioned Cary for future growth and innovation,” says Kennedy. “The benefits we’re seeing now are just the beginning. Our community will continue to reap the rewards of this investment for years to come.”