ServiceNow and SAP instance integration
About client
Our client is the market leader in IT infrastructure for businesses and public-sector organizations in Europe’s Nordic and Baltic regions. The company offers a full range of hardware and software from the world’s top technology companies. With more than 7,500 employees located in 85 offices across seven countries.
Main goal: IT transformation
The lack of a common toolset and processes across the company became a pain point. The legacy system was too limiting, not to mention its configuration allowed for many process and master data deviations, creating the need for many workarounds and variants. This led to hampering swift growth and innovation, and it became a burden in terms of maintenance. The IT transformation brings a high level of process complexity, which means: different ways of working, data models and means for end-user interaction; extensive architecture rework and data consolidation; interdependencies between different integrations.
ServiceNow expertise needed
The project covers Sweden and was spread across the entire organisation. The main focus is on onboarding new tools – ServiceNow, replacing a legacy ITSM tool and SAP solution in the ecosystem. SPOC has been involved in this process to carefully analyse the difference between different business units and their ways of working and propose a unified model, streamlining as much as possible. Since there are 3 different teams involved in the integration process (ServiceNow, SAP and Azure), SPOC actively helps coordinate discussions and suggest a best practice approach. ServiceNow-related integrations are just a subset of the more extensive transformation, where more than 300 interfaces are being evaluated. The first step is to get to the right stakeholders and obtain any available documentation on the „as-is”. There is a solid need to minimise the impact on business. SPOC uses a lot of „show and tell” sessions, business process modelling sessions and workshops to understand the specifics of the stakeholders’ work and how to best support them on the platform.
Our perspective
Our engagement in the project was significant, with two PMs, one Architect, two Consultants and two developers. We worked with an agile approach with 2-weeks sprints but needed to conform to a more waterfall-based perspective. In such a complex and dynamic environment, frequent changes and process improvements are inevitable. Agile allows us to react and handle those very efficiently.
Tomasz Sienkiewicz
R&D Manager at SPOC
The project is very ambitious and involves many different teams, both on our and the client’s side. We are optimistic that our efforts in bringing in the ServiceNow knowledge will bring the expected results.
Dariusz Dobrzański
Project Manager at SPOC
R&D Manager
Project Manager
Project’s phases
We have mapped different phases of the project, from the exploration and realisation, through SIT, UAT & Trainings to going live. Currently, the project’s first phase is being implemented to onboard both new systems and their constellation of integrations. A lot of existing customizations are carefully evaluated for improvement. In a subsequent phase, a lot of focus will be placed on removing some of the customizations, further streamlining and introducing the Business Portfolio Management and CSDM. Possibly, some of the interfaces will also be consolidated to reduce complexity.
Our goal is to:
Combine existing ServiceNow implementation with brand new SAP instance
Ensure highly customized ServiceNow instance working for years already
Onboard Sweden service streams into ServiceNow
Build a bunch of both SAP and non-SAP integrations
Change the existing data model
Engage a huge number of streams and stakeholders
