The simplicity of ServiceNow Inc.’s platform is key for many customers with fragmented legacy solutions looking to streamline operations. What were once custom solutions for individual processes or applications are now being integrated into a centrally-managed interface. Michael Kollar (pictured), senior vice president and chief digital officer at Atos IT Solutions and Services Inc., shared the challenges and successes of how his organization leveraged ServiceNow to deliver services to customers via a consolidated information technology service management platform. 

“We started with a need to transform our service delivery platforms from the 196 toolsets across the global services that we provide to really find a better way to do it. We were spending a lot of time picking and integrating tools, trying to figure out what’s the right tool for every little corner case, and we started to think to ourselves, ‘There’s got to be a better way to do this.’ … and it led us down the path to find ServiceNow as our vendor partner of choice for service management and beyond,” Kollar said. 

Kollar spoke with Dave Vellante (@dvellante) and Jeff Frick (@JeffFrick), co-hosts of theCUBE, SiliconANGLE Media’s mobile live streaming studio, during the ServiceNow Knowledge event held in Orlando, Florida, earlier this year. They discussed ServiceNow’s products from an implementation perspective.

Unified workflows for custom solutions

Atos’ fragmented workflow was not just a pain point for the IT department; it also had real bottom line impact on how the company delivered its services to customers. 

“From a business perspective, customers love what were doing. For the first time we’re able to adapt at their rate of change and transform our services to how they want to consume it,” Kollar said. “In the past, that was a very difficult process for us; we had to write code to do it. Now its a configuration or orchestration on ServiceNow.” 

Even with a turnkey solution, however, implementing and migrating to the new services management system presents a series of challenges Atos had to overcome. 

“From an overall journey, it’s been hard. Given that we have a global customer base that we support in 72 different countries around the world, it’s pretty hard to get to a standard platform. So it’s taken us a considerable amount of time to get there, but the results have been extraordinary,” Kollar concluded.

Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of ServiceNow Knowledge17. (* Disclosure: ServiceNow Inc. sponsored this Knowledge17 segment on SiliconANGLE Media’s theCUBE. Neither ServiceNow nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE