{"id":357,"date":"2020-06-04T15:44:21","date_gmt":"2020-06-04T14:44:21","guid":{"rendered":"http:\/\/www.intelligentcio.com\/north-america\/?p=357"},"modified":"2020-06-04T15:44:49","modified_gmt":"2020-06-04T14:44:49","slug":"alectra-supports-ma-growth-strategy-with-servicenow","status":"publish","type":"post","link":"https:\/\/www.intelligentcio.com\/north-america\/2020\/06\/04\/alectra-supports-ma-growth-strategy-with-servicenow\/","title":{"rendered":"Alectra supports M&A growth strategy with ServiceNow"},"content":{"rendered":"\n

Alectra Utilities aggressively grows its business through mergers and acquisitions<\/strong><\/p>\n\n\n\n

Over the last several years, Alectra Utilities (Alectra) has aggressively pursued mergers and acquisitions (M&A) to grow its local electricity distribution business. To effectively execute this strategy, Alectra needs to onboard acquired businesses quickly and efficiently, breaking down organisational silos and creating a \u201cOne Alectra\u201d experience.<\/p>\n\n\n\n

To support continued growth, Alectra needed an enterprise service fulfilment platform that easily integrated new businesses<\/strong><\/p>\n\n\n\n

\u201cWe inherited multiple support systems and processes from different businesses,\u201d explains James Ilari, Director of IT Innovation and Governance at Alectra. \u201cFor example, we had several outdated IT ticketing systems. There wasn\u2019t a unified user experience, and the functionality was limited. And, because these were on-premises systems, we couldn\u2019t just pick one and assume it would scale to meet future growth.\u201d \u201cWe needed a modern cloud-based service fulfilment platform for our entire business. That way, we could deliver consistent, intuitive services across Alectra-not just IT services, but other corporate services, such as facilities and HR,\u201c says James. \u201cWith ServiceNow, we could do exactly that, while creating a comprehensive foundation for IT that went far beyond ticketing. And, to scale ServiceNow to support future mergers and acquisitions, we only had to add licenses. We didn\u2019t have to worry about trying to grow and manage an on-premises system.\u201d<\/p>\n\n\n\n

With ServiceNow, Alectra replaces multiple IT service desks, making IT service delivery consistent, efficient, and measurable<\/strong><\/p>\n\n\n\n

Alectra started with a ServiceNow IT Service Management solution that included incident, change, request, and knowledge management. \u201cServiceNow made it easy for us to retire our existing ticketing systems, so we now have a single pane of glass where users can access all of their IT services,\u201d says James. \u201cInternally, we now work as a single team that communicates much more effectively, rather than having tickets bounce between multiple service desks. And, because everything is in one place with consistent processes, we can now develop KPIs that allow us to measure and improve our service desk performance.\u201d<\/p>\n\n\n\n

Alectra employees now have IT services that are as easy to use as Amazon<\/strong><\/p>\n\n\n\n

Bill Schmidt, Alectra\u2019s Vice President of IT, mandated that Alectra\u2019s ServiceNow implementation had to be easy to use, referencing Amazon as a benchmark for its intuitive interface and simplicity of navigation. \u201cFor our end-users, we took the Amazon approach. Amazon is so intuitive that no one needs training to use it, and it\u2019s the same with ServiceNow,\u201d adds James. \u201cOf course, we sent out communications and provided user guides, but that was it. And, the results have been great.\u201d \u201cWe\u2019ve completely eliminated email requests and now have more than 75% of our incidents and requests come in through the ServiceNow self-service portal,\u201d James continues. \u201cWe\u2019ve had consistently positive feedback from our end-users, and it\u2019s made life much easier for IT as well. For instance, IT previously managed service requests using paper forms. Now, users just pick what they want from the service catalog. That\u2019s been a huge win for us, both from a workload and an auditability perspective.<\/p>\n\n\n\n

Alectra builds its IT foundation on ServiceNow, plans to extend ServiceNow across the enterprise<\/strong><\/p>\n\n\n\n

Looking forward, Alectra continues to grow its ServiceNow solution, both within IT and across the enterprise. \u201cServiceNow Discovery is next on the IT roadmap, which will give us an accurate, up-to-date configuration management database,\u201d says James. \u201cThat\u2019s the foundation for other ServiceNow capabilities we want to pursue, including hardware and software asset management.\u201d The team has already engaged with other corporate services teams, including HR, facilities, and learning and development. \u201cWe\u2019re expecting to get one of these teams up and running on ServiceNow within a few months,\u201d says James. \u201cAt that point, we\u2019ll be well on our way to having ServiceNow as our overall enterprise service fulfilment platform.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"

Alectra Utilities aggressively grows its business through mergers and acquisitions Over the last several years, Alectra Utilities (Alectra) has aggressively pursued mergers and acquisitions (M&A) to grow its local electricity distribution business. To effectively execute this strategy, Alectra needs to onboard acquired businesses quickly and efficiently, breaking down organisational silos and creating a \u201cOne Alectra\u201d […]<\/p>\n","protected":false},"author":36,"featured_media":358,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[51,9,11,43],"tags":[240,242,241,85],"class_list":["post-357","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-canada","category-case-studies","category-cloud","category-top-stories","tag-alectra-utilities","tag-james-ilari","tag-one-alectra","tag-servicenow"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/posts\/357","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/users\/36"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/comments?post=357"}],"version-history":[{"count":1,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/posts\/357\/revisions"}],"predecessor-version":[{"id":359,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/posts\/357\/revisions\/359"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/media\/358"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/media?parent=357"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/categories?post=357"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/north-america\/wp-json\/wp\/v2\/tags?post=357"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}