POWERFUL PARTNERSHIPS: SERVICENOW
DIGITAL TRANSFORMATION WITH SERVICENOW
Helping customers deliver workflows for the modern enterprise.
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Computacenter is one of the leading players in the ServiceNow partner ecosystem. Using this platform, we help our customers to reduce costs, improve efficiency and deliver a world class user experience.
Making Digital Work for our customers is an ethos that runs throughout Computacenter. We are committed to a partnership with ServiceNow so that we can continue to guide customers on their digital transformation journey.
We had a choice to either build a ServiceNow practice from the ground up or use an acquisition to accelerate our ability to gain the relevant skills and capabilities.
We chose the latter route with the strategic acquisition of boutique ServiceNow partner, TeamUltra. By acquiring an Elite ServiceNow partner, Computacenter became one of the leaders in the ServiceNow services partner ecosystem.
Now fully integrated into Computacenter, the TeamUltra business has become a ServiceNow Centre of Excellence, backed up by one of the most experienced pools of certified ServiceNow specialists in Europe.
Computacenter continually invest in its capabilities to ensure we can meet the evolving needs of our customers. Acquiring the leading ServiceNow partner in EMEA has enabled us to align with the trend we are seeing amongst our customers to increasingly adopt ServiceNow as a business-critical service management system
The market leading platform
In 2020, ServiceNow was named as a Leader in the Gartner Magic Quadrant for IT Service Management Tools, for the 7th year in a row.
ServiceNow is established as the de facto choice for many organisations looking to modernise and digitise workflows across the enterprise to make work, work better for people.
Today, digital workflows are the building blocks for the modern experiences that employees want, and customers expect.
Culture and Values
One of our core values is ‘People Matter’ and it was vital that, when integrating an SME into a FTSE organisation, we retained what made that company special in the first place. This meant that it was critical when finding the right ServiceNow partner, that a key criterion was an organisation that shared the same culture and values that we uphold. TeamUltra had a number of important qualities:
- A reputation for commitment and dedication to the highest levels of customer satisfaction
- ServiceNow expertise across the whole platform to guide our customers on the transformation journey
- Flexibility, speed and agility to deliver against customer requirements
Retention of key personnel
The transition was completed in 2020 and I’m proud to say that the key people who made TeamUltra great are still with us, and thriving within Computacenter, helping our customers achieve their goals. This permanence has also given customers vital continuity of service and personnel.
In a recent employee satisfaction survey, the ServiceNow practice scored well above industry benchmarks for employee engagement and enablement. Great news, but I recognise that we will need to continue to work hard to earn that ongoing trust from our new employees.
An Elite partner
TeamUltra had grown up with ServiceNow from its launch into the UK market more than a decade ago. As an Elite ServiceNow partner, these people brought vast experience of what it means to implement the platform and can leverage that knowledge for our customers, many of which are internationally recognised brands.
The team has a reputation for delivering large scale digital transformations, including what was (at the time) the largest implementation of ServiceNow globally at a major financial services organisation.
A good example of how we leverage this to make Digital Work, is the way in which we helped guide one of the world’s largest banks. We are recognised by the bank as a strategic partner, supporting their business transformation that’s being enabled by the ServiceNow platform.
A project to automate and improve the new hire onboarding process has seen incredible results with 96% of new recruits now being fully productive for the bank on day one.
Customer impact
Customers are asking for on-going assistance with accelerating their transformations. This has been highlighted during Covid where the ability to reinvent business models and deliver innovation are becoming critical so that businesses remain relevant to their customers.
We can help to maximise both the investment in, and value gained, from deploying ServiceNow to automate and manage processes using digital workflows. This removes manual effort and eliminates the risk of errors thus improving the user experience.
As the ServiceNow platform increasingly gains traction outside of the traditional service desk, we are well positioned to help with extending the benefits into other lines of business such as HR, Finance, Security and more.
A modern workplace service
We set up the ServiceNow practice as a Centre of Excellence to retain the SME feeling of the business but with the benefits of operating within a larger corporate organisation. ServiceNow complements the Managed Services that we are already delivering to customers.
It has become more relevant across our portfolio of Digital solutions and the breadth of the platform, combined with our capabilities, are being leveraged to enhance our Workplace, Network & Security, Data Center and Cloud offerings.
Enhancing the value
Our Managed Services offering must stay relevant to customers, particularly as they increase usage of the ServiceNow platform. We continually invest in building new products and accelerators that improve integration with the customer’s ITSM platform. These drive improved competitiveness as we leverage the platform’s abilities to enable greater automation.
For example, the first implementation of a state-of-the-art user portal at a multi-national French manufacturer made an immediate impact by improving the customer and user experience.
It helped reduce the number of calls that the service desk receives by 50% thanks to greater self-service capabilities and more efficient routing to online chat. At the customer’s request, we were able to bring the go-live forward during the first national Covid lockdown.
An exciting future
Computacenter is a partnering organisation. We bring value to customers by combining the expertise of our people and technology partnerships. ServiceNow is establishing itself as the platform of platforms and it is complementary to our other vendor offerings such as Microsoft, VMware, Amazon AWS, Tanium and many others across our partner ecosystem.
Our on-going commitment to ServiceNow ensures that the solutions we use to deliver service to our customers is aligned with the customer’s platform of choice, which invariably is ServiceNow.
What’s more we are able to take the lessons learned from hundreds of customers engagements, to develop a better understanding of how Computacenter can leverage the ServiceNow platform within our own business too.
EMEA Elite Segment Partner of the Year
We were delighted to pick up an award from ServiceNow who named Computacenter the ServiceNow EMEA Elite Segment Partner of the Year for 2022.
This recognised our overall excellence in certification, ServiceNow pipeline growth and our commitment to ServiceNow through industry-leading engagement and the ability to exhibit substantial growth.
The ServiceNow Global Alliances and Channel Ecosystem (ACE) organisation recognises the achievements of best-in-class Elite partners who drive successful business outcomes for customers and contribute to ServiceNow’s growth trajectory.
The awards recognise partner performance by evaluating the key attributes of revenue contribution and growth, product line expansion, workflow and skills growth, and business innovation with associated digital transformation impact.
Speaking at the time of the award, Chris Price, Divisional Director, Computacenter said, ‘I am delighted that we have been recognised as the top performing Elite partner in EMEA. Our ServiceNow Centre of Excellence practice is driving successful transformation outcomes for our mutual customers. We have been working with ServiceNow for 15 years and the relationship continues to flourish, delivering significant performance and contribution.’
Computacenter’s ServiceNow practice combines the latest platform insights and best practices with strong product and technical leadership. They work closely with customers to build optimum business value by aligning the Now Platform with strategic objectives, delivering continuous competitive advantage.
As an Elite ServiceNow partner, Computacenter is empowered to identify jointly-aligned go-to-market initiatives, and has the tools to equip and enable customers with innovative offerings and solutions.