ServiceNow and SAP instance integration

Case Study SAP integration

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 

From Jira to ServiceNow – media company case

Case Study mass media case

From Jira to ServiceNow – media company case

About Customer

This project concerned an American multinational mass media factual television conglomerate. It was established in 1985 in New York, and right now, it operates in more than 220 countries with almost 10 000 employees. This company is a platform innovator, reaching viewers on all screens and services, from linear, free-to-air, and pay-TV channels to digital products and streaming services. The company covers all major and satellite markets, including Asia-Pacific; Europe, Middle East, and Africa (EMEA); and Latin America, owning many channels.

Main challenge: platform governance alignment

After the acquistion of the Polish companies, the company has been seeking to consolidate ITSM processes, tools, data, and teams, including Software Development, Release Management, CD/CI Integrations. The main goal was to migrate Polish IT support processes and teams to ServiceNow, including: Incident Management, Escalations Management, Request Fulfilment, Asset Management, CMDB, Change Management.

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

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 

What does the client say?

I’m very happy with the development expertise and CMDB expertise. We’re on a journey, SPOC still is learning our company, and we learn SPOC. In terms of the journey, I’m pleased with the direction we’re going.


Vice President Global IT Service Management & Data Integrations

We really needed to have development expertise to build demand for enhancements to the platform. We needed a lot more people. We’ve used SPOC for business as usual enhancements since January 2019, and that’s gonna continue.


Software Development Director, Information Technology

PEPCO chooses ServiceNow

Pepco case study

PEPCO chooses ServiceNow

About PEPCO

PEPCO was founded in Poland over 20 years ago. Currently, the company has about two thousand stores in 14 markets – in Poland, the Czech Republic, Slovakia, Romania, Great Britain, Hungary, Croatia, Slovenia, Lithuania, Latvia, Estonia, Bulgaria, Spain, and Italy. During six months until March 31, 2021, PEPCO achieved a 9% sales increase. Annually, the group opens about 300 new stores, planning further expansion of the European market. Every month stores are visited by as many as 20 million customers, served by 20,000 employees.

Main challenge: quick changes

Due to the company’s development and expansion into new markets, it turned out that the current IT system did not work properly. PEPCO needed a solution that would influence the stores’ modernization. The biggest challenge was the dynamic growth of the company and the lack of scalability of the existing tool. Therefore, the main goal of PEPCO was to implement the new solution as quickly as possible to report incidents effectively. The short time to implement the new tool – no more than 3 months – required an efficient action plan.

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

What distinguishes this project?

Time

Both sides were aware of the time pressure, and still, the agile approach and closing the first stage of the project in the planned 3 months was possible.

Scale

PEPCO reached new markets during the first implementation stage. It resulted in 14 different translations ​​of the portal for end-users in PEPCO stores across Europe.

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 

What does the client say?

I’m very happy with the development expertise and CMDB expertise. We’re on a journey, SPOC still is learning our company, and we learn SPOC. In terms of the journey, I’m pleased with the direction we’re going.


Vice President Global IT Service Management & Data Integrations

We really needed to have development expertise to build demand for enhancements to the platform. We needed a lot more people. We’ve used SPOC for business as usual enhancements since January 2019, and that’s gonna continue.


Software Development Director, Information Technology

Complex ITSM implementation for the top company from the pharmaceutical industry

Polpharma biologics

Complex ITSM implementation for the top company from the pharmaceutical industry

Leader of innovation

Polpharma Biologics is a relatively new and innovative company; however, being part of Polpharma, it has nearly a century of history. The company develops and manufactures biosimilar drugs in three sites in Poland and the Netherlands. With over 700 people and 10 000l bioreactor production capacity, it is one of the biggest biopharmaceutical companies in Europe. Polpharma Biologic, with its pipeline of novel biologics and biosimilars, is currently working on two innovative drugs and has seven molecules in the portfolio of biosimilar drugs.

Main challenge: fulfilling sector regulations

Polpharma Biologics needed an IT Service Management tool that is stable and fulfills strict pharmaceutical regulations. Introducing changes to an IT system has to follow a specific validation process, covering documenting the solution, defining an adequate level of testing, and providing evidence of performed tests. All those components need to allow full traceability. 

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

What distinguishes this project?

Close cooperation

The project was challenging due to the specificity of the pharmaceutical industry and process validation. The key to success was analytical skills and strong commitment from both the SPOC team and Polpharma Biologics.

Solutions variety

The project covers various services like IT Service Management Products, Key processes synchronized via setting the respective workflows with the GxP process, PDF Generator (native SPOC app), Process Consultancy / Advisory.

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 

What does the client say?

I’m very happy with the development expertise and CMDB expertise. We’re on a journey, SPOC still is learning our company, and we learn SPOC. In terms of the journey, I’m pleased with the direction we’re going.


Vice President Global IT Service Management & Data Integrations

We really needed to have development expertise to build demand for enhancements to the platform. We needed a lot more people. We’ve used SPOC for business as usual enhancements since January 2019, and that’s gonna continue.


Software Development Director, Information Technology