ServiceNow

Overview

What is ServiceNow?

Find out how ServiceNow products can provide a service model that can assist users in identifying the root cause of difficulties they encounter as well as resolving issues via self-service.

What is ServiceNow?

What We Do Insights & Resources About Us Careers
Return to case studies

MCC strengthens work efficiency & centralise resources through the power of cloud & ServiceNow

Historically, MCC had a one-dimensional platform which stored an extensive collection of resources but offered limited functionality. From the inability to track time spent on projects,monitor workloads and govern overall performance, MCC needed a solution that would improve and facilitate project management processes and workloads cohesively whilst adhering to the UK Government’s cloud first policy.

Users of the ServiceNow platform, MCC, engaged Unifii to implement ServiceNow’s IT Business Management (ITBM) suite, which would enable them to successfully monitor, track and improve project performance and cost efficiencies.

The Client

Manchester City Council (MCC) is a metropolitan district council and the local government authority for Manchester. It is composed of 96 councillors, three for each of the 32 electoral wards of Manchester, employs over 7000 staff members and has 40 years history spanning back to 1974.

The Challenge

Historically, MCC had a one-dimensional platform which stored an extensive collection of resources but offered limited functionality. From the inability to track time spent on projects, monitor workloads and govern overall performance, MCC needed a solution that would improve and facilitate project management processes and workloads cohesively whilst adhering to the UK Government’s cloud first policy.

Users of the ServiceNow platform, MCC, engaged Unifii to implement ServiceNow’s IT Business Management (ITBM) suite, which would enable them to successfully monitor, track and improve project performance and cost efficiencies.

“Unifi took the time to understand why MCC ICT needed an integrated PPM tool, why ServiceNow
was chosen and what we wanted to achieve. They assisted us to arrange and deliver scoping workshops with various stakeholders and when necessary shared their best practice knowledge and extensive experience implementing ServiceNow ITBM. Their advice and guidance was key to ensuring that the project achieved our aims and was delivered smoothly within agreed timescales by configuring the out of box product so that it would meet our needs.”

Steven Terence
Manchester City Council

The Solution

As a local government authority, keeping track of critical data was fundamental to their functionality. By utilising one of their existing cloud platforms in ServiceNow, they deployed the ITBM suite of products to manage resources, budget items and requests across MCC IT projects. Unifii provided:

  • Single entry point for the council to submit demands to IT

  • A resource model which governs and tracks the allocation of IT resources to projects

  • Project Managers the ability to manage project plans, risk, issues, actions and dependencies as well as actual spend

  • Time sheeting for all IT resources to support MCC’s chargeback model

  • On-demand dashboard reporting

  • Tracking of financial chargeback of resources via live dashboards using variable rates depending on role

  • In-house training support & guidance

What was important at the outset was to capture the MCC’s requirements and to map out a new and improved way of working, based on a more cohesive and trackable system. To do this Unifii worked closely with MCC staff to run a series of workshops to capture the needs for IT teams.

The Benefits

The recent ServiceNow ITBM deployment has enabled:

  • Complete visibility & transparency of projects, programmes and portfolios

  • Effective resource distribution

  • Full trackability of the chargeback model

  • Better control and governance of current workloads

  • Finance are now able to track all project-related financials

  • The facility to make strategic decisions in line with work processes & activity

  • Cost saving efficiencies through a more cohesive platform allowing MCC to deviate from costly software

“The benefits of ServiceNow ITBM in terms of return on investment are only now starting to be realised. Unifii had the experience to understand our PPM maturity level and the ability to envisage where we wanted to get to and help us develop a tool that would get us there and realise those benefits, they understood the benefits we wanted to achieve, why and more importantly how”

Steven Terence
Manchester City Council

Why Unifii?

Unifii, an enterprise level service management and automation company, offers operational excellence by delivering rapid development and cost-effective solutions through intelligent computing. Certified ServiceNow partner for Sales and Services Unifii accelerate delivery solutions using data to drive efficiency and automation across businesses nationwide.

Share


Subscribe to our resources

Sign up to be the first to know about industry updates, latest news in the ServiceNow world as well as gaining access to educational blog posts, upcoming events and more!

By clicking “subscribe”, I agree to Unifii’s Privacy Policy

Thanks for subscribing!
Thanks for getting in touch. One of our specialists will be in touch within 2 days.

See the possibilities with Unifii by exploring your own demo

Helping clients align their technology with their business goals and deliver the tools and processes needed to support their businesses.

Book a strategy session