Rolls Royce SMR ServiceNow Implementation
Case Study:
Overview
Rolls-Royce SMR, a company focused on delivering clean, affordable energy, required a dedicated IT infrastructure to support its rapidly expanding global operations. With IT playing a critical role in scaling their business, Rolls-Royce SMR partnered with Xcession to design and deploy a new IT Service Management solution using ServiceNow. This case study outlines the benefits and deliverables of this project, highlighting how the ITSM implementation supports Rolls-Royce SMR's strategic objectives.
Business Challenge
Rolls-Royce SMR was using a shared ServiceNow instance for its IT operations but recognised the need for a dedicated ITSM platform. The company needed an independent system that could scale with its growth, integrate business and IT workflows, and provide greater control over data management and service delivery. Additionally, Rolls-Royce SMR wanted to reduce the complexity of its IT processes, increase automation, and improve the employee experience by reducing the time spent on resolving IT issues.
Project Overview
Xcession was selected to implement a dedicated ServiceNow ITSM instance for Rolls-Royce SMR. The project focused on delivering a comprehensive ITSM solution that integrated with third-party systems, automated key processes, and provided advanced service-level management. The approach included designing and configuring the platform, managing data, and ensuring the system was scalable for future growth.
Key Deliverables
The key deliverables for Rolls-Royce SMR included:
The platform was configured with single sign-on (SSO) integration with Azure Active Directory (AD) for secure user authentication and provisioning. IP restrictions were applied to ensure data security.
Foundation data was structured and imported, including locations, departments, cost centres, companies, business units, and user groups. This data formed the backbone for managing IT services and providing accurate reporting.
Incident, major incident, problem, and change management processes were configured within the ServiceNow platform. This configuration provided improved visibility, control, and automation for IT operations. The system also featured a knowledge management component to help employees find solutions more efficiently.
A service catalogue was built with up to 75 catalogue items, enabling employees to request services or report issues via a self-service portal. Additionally, reports, dashboards, and surveys were configured to provide insights into service performance and customer satisfaction.
The AutomationEngine was deployed to streamline request fulfilment. Integration with Microsoft Teams allowed for more efficient communication between IT agents and end-users.
A user-friendly Employee Centre was developed to centralise access to services and knowledge articles. A mobile app was also implemented to give employees greater flexibility in accessing IT services.
Xcession provided support for UAT, ensuring that the system met Rolls-Royce SMR’s expectations. The system was successfully transitioned to a live environment, supported by hypercare and ongoing enhancements.
Benefits to Rolls-Royce SMR
The ITSM implementation delivered numerous benefits for Rolls-Royce SMR:
Automation of routine tasks and integration with Azure AD and Microsoft Teams reduced manual efforts and enabled faster request fulfillment. The self-service portal and virtual agents provided employees with quicker access to IT services, reducing downtime.
By deploying a dedicated ITSM platform, Rolls-Royce SMR gained full control over its IT processes and data. This independence allowed the company to implement processes aligned with its unique business needs without vendor lock-in.
The ServiceNow platform was designed to scale with the company’s growth. The modularity of the ITSM system allows Rolls-Royce SMR to add new services and processes as the organisation evolves.
The platform’s out-of-the-box configurations reduced the need for costly customisations, keeping the implementation within budget while meeting all requirements.
Conclusion
Xcession's implementation of ServiceNow ITSM for Rolls-Royce SMR was a critical enabler for the company's growth and digital transformation. The project provided a scalable, automated, and efficient IT platform that improved productivity, streamlined operations, and positioned Rolls-Royce SMR for future success.
Let’s Talk
Is ServiceNow ITSM right for you?
ServiceNow is a powerful platform that helps IT leaders enhance service delivery, increase agility, and boost productivity through AI and automation. At Xcession, our people ensure you get the most from your ServiceNow investment, helping you get organisation-wide benefits across IT, HR, Finance, and Facilities.
Xcession helps you make the most of ServiceNow. Let’s talk.