Moving to the Cloud for business automation with Ivanti pays off from day one.
“We were already paying less money for the Ivanti Service Management platform on the very first day. The move to the Ivanti platform paid for itself within the first year.”Andrew Reid, IT Manager, Sedgman
Unlocking the natural resources of the world while minimising the environmental impact requires the expertise of skilled mining engineers and construction specialists. Sedgman provides engineering, project delivery and operation services for mining coal, iron ore, copper, gold and lead, as well as the infrastructure needed to process the minerals.
The engineering firm prides itself on innovation and using the latest technologies to deliver peak performance for its clients. The company, headquartered in Brisbane, Australia, has more than 1,000 employees in Australia, China, Mongolia, Africa and South America.
Changes in commodities prices have hit the mining industry hard, and companies like Sedgman have had to look for new efficiencies to weather the downturn. As it drilled down, Sedgman began looking for a cost-effective alternative to its ServiceNow cloud-based service desk. ServiceNow had more functionality than Sedgman could really use, and the monthly fees were adding up fast. Sedgman needed to right size its service desk solution.
As the vendor’s contract came up for renewal, Andrew Reid, IT manager at Sedgman, began exploring his options for a solution that would be a better fit. “A software-as-a-service model makes sense to me,” he said. “Having the software managed externally where I don’t have to worry about it, and our people can access from anywhere and updates are done automatically is a big draw.”
As Reid did his due diligence, he discovered that Ivanti (formerly HEAT Software) had introduced a cloud version of the Help Desk software that Sedgman had used in the past. “I looked at a number of offerings and the Ivanti Service Management platform deployed in the cloud ticked the boxes from a functionality point of view,” says Reid. “By moving to Ivanti, we really gained in terms of service request and service catalogue functionality.”
Reid’s research showed that the Ivanti Service Management platform offered the strongest value proposition, and Sedgman made the migration with the assistance of its systems integrator, Fusion5. Sedgman uses Ivanti Service Management with Incident, Problem, Change, Knowledge and Service Request modules.
“We were already paying less money for the Ivanti Service Management platform on the very first day,” says Reid. “The move to the Ivanti platform paid for itself within the first year.”
With the Ivanti Service Management platform, Sedgman has been able to improve its day-to-day operations as well as better align service management with the business. With the Ivanti platform, Sedgman’s IT staff can easily request an IT service or change, plan remediation methods, automatically approve and authorise service requests, implement changes, and monitor and audit the successful completion and service level agreements associated with changes.
Sedgman is using the Ivanti Service Management platform to automate a growing number of business processes and reduce the use of paper forms, which will drive efficiency, cost savings and productivity. “We’re working with our shared services and human resource teams to bring on additional processes in the Ivanti platform so we can get away from paper forms that require approvals,” says Reid.
For example, when employees need new mobile phones, they no longer have to fill out paper forms, track down their managers to sign them, scan the forms and send them back to IT. A task that once took a half hour or more can be accomplished in minutes. “Now that we have the process running with the Ivanti platform, managers can approve the request when they’re not at their desks. They can approve from their phones,” says Reid. “When the business is traveling, paper-based forms are nonsensical.”
With Ivanti Self-Service and Service Catalogue, employees have web-based access and control over IT and business services, so they can easily submit new service requests, report service incidents, track progress, and even find information on their own that would normally require a call to the service desk. Additionally, they can do it in the way they prefer, whether using the self-service portal, phone or email. This flexibility is key, because workers may be in a Sedgman office, at a client site, or in a mine when they need assistance.
“We look at IT self-service from the perspective of giving the customer more options,” says Reid.
“We want IT to be viewed as a partner to the business, rather than being restrictive.” Based on positive feedback from the business and the growing use of the self-service portal, the customer-focused strategy is working. Reid notes that the service desk typically fields about 800 incidents a month, but since rolling out self-service, the number of incidents is dropping steadily.
Reid envisions more ways to use Ivanti Service Management to automate workflow and deliver efficiencies. “We’re looking at the ‘new user’ process now,” he says. “The business wants a service request for a new employee start, and it’s a fairly involved process because of the many different types of workers and employees we have.”
Reid is working with the HR department to create a dynamic form, which will simplify the process, reduce errors and get new employees set up quickly. With the flexibility of the Ivanti Service Management platform, HR managers can design the forms the way that they want using Ivanti’s simple drag-and-drop designer, while the IT team can create the back-end workflow. “The ability to separate the creation of the forms and the workflow is one of the things about Service Catalogue that is quite impressive,” says Reid.
Reid is confident that the Ivanti Service Management platform will continue to support its needs as Sedgman’s business weathers the mining industry cycles.
“The work with the Ivanti platform is ongoing. The business will want services added, and IT will want services added,” says Reid. “Ivanti Service Management is really a workflow system, and every area of our business could use it for approvals, tracking processes, or something else. With the Ivanti platform, the sky is the limit for business automation.”