Case Study mass media case

From Jira to ServiceNow – media company case

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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.

Project stages

The project has been divided into two streams. In the first stream, the scope was to lift and shift IT from Polish company support teams to ServiceNow in the fastest time possible. By lifting the main areas, the duality of tools and ways of working would end, ensuring the work uniformity. The first stream of Quick wins included:

  • Incident Management
  • Escalations (Problem Management, Major Incident Management
  • Knowledge Management – starting immediately in parallel with other streams
  • CMDB – Business Applications, covering much more than just Jira or ToyBox.

During the second stream, being a long-distance race, there was a focus on Asset Management, CMDB, and Change Management. The goal of this stage was to ensure asset and CMDB data correctness, embed Asset and CMDB processes and lift and shift Change Management with minimal disruption to Polish media company.

Our perspective

Marta Piotrowska

It was a very extensive and complex transformation project, not only in the technical aspect. This success wouldn’t have been possible without the partnership approach, mutual trust and very strong commitment of all the teams.

Marta Piotrowska

Project Manager at SPOC

Project Manager

ServiceNow benefits

Record visibility for Polish media company support teams regarding all incidents, requests & problems

Dedicated Catalog for Polish company users, not visible to the rest of the organization

Dedicated Incident form/s for incorporated company users or merging into existing Incident form/s

Successful delivery of numerous user trainings

Migration of ITSM processes from Jira into ServiceNow and integration with Salesforce

Catalog manager within Polish comapny with permissions to, e.g., create new catalog items, modify items, change catalog descriptions, manage categories

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