When enterprise IT uses legacy, on-site software to meet its service management needs and upgrades cost both time and money. Furthermore, “meeting needs” is very subjective. A tool may work, but does it pave the way for future growth and innovation?

Abraxas Informatik AG, a Swiss Information and Communication Technologies business for public and organizational administration, faced the choice between investing in a costly upgrade or replacing its existing tool completely. The company wanted to provide a self-service experience for end users as well as efficient order processing for its customers by means of a flexible, cloud platform – which the existing software could not provide without straying outside of their budget boundaries.

Thus began the search for a solution with higher functionality and flexibility, greater simplicity and self-service capabilities, with lower ownership costs. Since only a cloud service could meet these demands, SaaS for IT service automation from ServiceNow, and service implementation by partner Fruition Partners, became the natural choice. Implementation began in December 2011, with a successful go-live with incident, change, problem, asset management, request fulfillment and IT self-service at the beginning of July 2012.

Currently, you can find ServiceNow in production throughout the entire company. Both internal and external customer projects have benefitted from the platform. Today, IT uses ServiceNow in more ways than they could after working with their legacy tool for four years.

And there’s more:

  • Increased agility: IT is faster and more flexible and dynamic. Errors are avoided and accuracy maintained;
  • Expanding services: Enhanced self-service is already integrated throughout the ServiceNow platform and can be used quickly and easily;
  • Skyrocketing autonomy: All employees and managers can carry out data analysis without having to contact a system administrator. Independence has never been so high.

Looking towards the future, Abraxas plans to automate more IT and business processes to drive business even further. With ServiceNow, the company can support a wider segment of customers, and will be able capitalize on this capability by working to acquire more clients in the private sector. That’s innovation and business growth at its best.


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