About Albéa

Albéa is one of the world’s leading packaging companies providing a wide range of solutions for the make-up, fragrance, skincare, personal and oral care markets. Headquartered in France, Albéa employs 10,200 people and operates with 36 manufacturing facilities in 13 different countries across Europe, the Americas and Asia.

Albéa’s product portfolio includes plastic and laminate tubes, mascaras, lipsticks, lip glosses, compacts, plastic closures and shells, spray-caps, jars, lids, cosmetic accessories, bags & promotional items.

With increasing growth via acquisitions Albéa needed to upgrade their existing ITSM solution in order to provide a platform that would allow greater control and flexibility for the IT teams to continue to provide quality support to the business across the globe.

Albéa chose ServiceNow, the leading SaaS based ITSM solution, to provide the core ITIL processes of Incident, Problem & Change Management and enable the core IT Team to have the ability to continue to configure the solution to match the on-going business demands.

The Challenge

Albéa, like most organisations, were under increased pressure to improve the quality of IT Service Support and Delivery with reduced costs. This meant getting more from the investment already made in ServiceNow and reducing the amount of time spent administering the solution whilst increasing the effectiveness of the support staff so that they could focus on supporting the business critical applications.

Albéa took the decision to look for a partner company to work with them to assist in implementing the growing list of tasks associated with the enhancement of the solution. Albéa wanted to leverage the other applications within the ServiceNow toolset while continuing to focus internally on expanding the business. They needed a solution that would be agile as they expected the business requirements to change and they could continue to demonstrate that IT could adapt to the ever increasing demand.

The Solution

A Request for Proposal (RFP) was issued to a number of ServiceNow Partners, both locally in France and also in the UK. Fruition Partners are recognised as a one of the leading partners of ServiceNow in the UK and received the RFP. Although the RFP specified a list of specific tasks and enhancements that needed completing, Fruition Partners proposed AdminIT, the administration and development service aimed at ServiceNow customers.

Fruition Partners have developed AdminIT for ServiceNow to help customers take advantage of the functionality and benefits that their ServiceNow solution can deliver whilst allowing their support teams to focus on delivering the end support that users demand.

Fruition Partners proposed AdminIT as this would enable the project based tasks to be completed efficiently alongside a continuing Administration and Development Service that would allow the flexibility of changing requirements if needed whilst identifying new initiatives as the platform developed.


In taking up the AdminIT service Albéa have been able to focus their efforts with ServiceNow not on technical implementations, testing, analysis and administration but on business requirements and satisfying the demands of IT users, whilst adding additional value above and beyond what could have been achieved by taking a project approach.

AdminIT has a fixed annual cost, well defined deliverables and SLAs and is delivered from our dedicated ServiceNow support and consulting team in the UK.

Since the AdminIT service went live Albéa have so far achieved the following:

  • Implemented SLAs for Incident & Change Management enabling IT to report and measure performance
  • Updated ServiceNow graphical workflows to align to Albéa processes
  • Service Catalogue for end user requests

The next steps as part of the Continual Service Improvement plan are:

  • Continue to extend the Service Catalogue for end users automating the assignment of tasks, approvals and notifications
  • Build up the Configuration database with key business services and relationships
  • Use ServiceNow for IP address planning
  • Extend Knowledge base functionality
  • Bug Tracking for software using ServiceNow Release Management application
  • Proactive event monitoring from monitoring tools

Download the Case Study PDF

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