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The Client
Lightsource bp is a global leader in the development and management of solar energy projects. They provide sustainable and affordable energy to businesses and communities and have been in operation since 2010. The company’s primary focus is to meet the rising demand for energy through smart, responsible and sustainable measures, reimagining energy and enacting real change on the global energy landscape.
To find out more about Lightsource bp, visit their website here.
The Challenge
Lightsource bp’s previous solution was implemented when the company was much smaller, and only facilitated basic incidents and requests. As a result, gaining valuable management information through accurate analysis, or categorisation of tickets logged and processed, was proving to be difficult.
On top of this, system navigation (both frontend and backend) was challenging, leading to a less-than ideal user experience both for the customer and the agent. Overall, there was tangible room for improvement within the organisation, and this needed to be addressed.
What we did
Having already acknowledged the need for a change, Lightsource bp decided that ServiceNow was the platform of choice to help them improve their end-users’ experience. Their joint venture with bp (an existing ServiceNow customer) meant they could lean on this partnership to get the most value possible out of the new investment.
Unifii were positioned by Gartner as the ideal ServiceNow partner for this project, given our reputation for accelerated implementations (catering to faster time to value from the initial client investment). Unifii build partnerships with clients that are focused on the long-term vision of the platform rather than just the original implementation; this allows for ServiceNow to become an integral part of the business.
For phase 1, Unifii implemented ServiceNow ITSM for the customer including Incident, Problem and Change Management, Service Catalogue and Request Management. Additionally, capabilities including Service Level Reporting, an intuitive and streamlined end user portal and an Azure AD integration were implemented.
Benefits realised
Lightsource bp’s team are now working with a far superior user experience. The new portal with its extended functionality is proving invaluable to the customer, working at a much more user-friendly level.
The team are now able to share the current status of services that may be disrupted due to an upgrade or other planned outage; this helps to reduce the volume of calls and incidents, and has allowed for quicker and more accurate decisions to be made.
In addition, service desk related company-wide communication has drastically improved. The new single workflow has enabled much better fulfilment of requests and scalability, meaning they can now make use of the data driven flows in order to achieve a more streamlined fulfilment process. The foundations of CSDM have been introduced with basic services and components, giving them a structure with which to build their services and better understand what is driving their business.
