Go live - ITSM & Ask James implementation at Bovemij

Recently we celebrated the Go Live of our project at Bovemij. For this project, the goal was to implement Ask James for the Facility Management processes and implement ServiceNow for all ITSM processes.

▶ Challenge

• To create a centralized access point for all related requests, questions and forms via a Service Portal for both the Facility Management processes and the ITSM processes in order to eventually grow with different operating companies (Bovemij, RDC, ViaBovag) to one organization with unambiguous processes and one tool
• Providing a Service Catalog that creates clarity and forms the basis for fulfilling requests
• Streamlining and standardizing the flow of requests and inquiries provides insight into open requests and workload
• Creating an experience built around the end user

▶ Solution

• Implement Ask James and deploy ServiceNow
• Assist and coach teams in understanding and improving their current FM and ITSM setup
• Share knowledge with teams about working with Ask James, CMDB and ServiceNow tooling through awareness sessions, hands-on work sessions, reference books and process documentation
• Work towards phasing out current tooling Jira and Marval

▶ Results

• All employees use the Portal to register incidents and initiate a request
• A one-stop shop to order items from the catalog, report incidents and ask questions
• ITSM Processes defined and set up in ServiceNow
  (Incident, Problem, Change, Self Service Portal with service catalog and request fullfilment)
• Facility Management processes defined and implemented
  (Order Management - Room booking - Desk Reservations - Visitors & Parking)
• Bovemij organizations onboarded in Ask James and ServiceNow
• Transfer Ask James and ServiceNow platform to Bovemij and put into operation
• Basis for IT4IT
• Various integrations to make processes more efficient; for example, integration with SmartAIM (access management) and AFAS

▶ Next steps

• Based on continuous improvement and the use of Scrum/Agile approach to extend and improve the Ask James and ITSM functionalities and processes
• Finalizing a Roadmap for the next Phase in which Governance, Risc and Compliancy and expansion of the CMDB are high on the agenda