CAI implements the ServiceNow® platform to organize service desk projects enterprise-wide
Challenge
A home furniture company that makes upholstered recliners, sofas, stationary chairs, lift chairs and sleeper sofas employ more than 11,000 people. As demand for its products has grown, so has the number of IT-related projects taking place across the company and the complexity of managing them. To continue its growth, the company needed to improve visibility of its many projects and the impact on IT.
Solution
The company reached out to CAI to help improve and centralize the way it managed activities related to projects across the enterprise and better track and measure the need for IT resources. One of the goals was to consolidate project management technologies into one tool.
CAI implemented the ServiceNow Project Portfolio Management Application Suite so the company could rely on a centralized project management tool for the entire organization.
First, CAI implemented ServiceNow modules including Demand Management, Project Management, Program Management, Portfolio Management, Resource Management, Time Sheets, and Agile Development (SDLC). Then, we implemented the configuration management database (CMDB) and enhanced reporting and dashboards. Finally, we trained the company’s project and portfolio managers and project users on the tool’s Project Portfolio Management Suite functionality. The training provided technical implementation and education services around the Project Portfolio Management Suite, as well as assistance with a few key areas within the already-established applications of the core platform.
Benefits
The furniture maker can now see and track all projects that involve IT resources so it can more effectively put those resources and the related project spend to use. Because it has better visibility into projects, including troubled projects and areas of concern across the project portfolio, leaders can make more informed decisions about how to proceed with a project, whether to cancel it, shelve it, or address underlying issues as needed.
By centralizing all IT project and resource management, the company can now perform an annual prioritization of projects, “push and pull” theoretical planning or modeling of projects that will go forward and seek approval by the business. As business priorities change throughout the year, the company can place a project on hold or move a project from the backlog to the active list of projects, reallocating resources appropriately. With the ServiceNow platform as the system of record for all projects, project managers can more easily manage projects, track utilization and return on IT investment, allowing the company to fully understand its financial investment in projects at all times.
ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company and product names may be trademarks of the respective companies.
"The CAI team seemed to be incredibly adaptive to our requirements and changes. They were upfront and clear regarding scope, schedule and cost changes."
