Deloitte implements self-service into IT function

Deloitte is implementing new IT service automation software that will give its users self-service capabilities for the first time.

The professional services firm is implementing ServiceNow’s cloud-based IT service automation software to replace a legacy system, HP Service Desk, which has been in place for 12 years.

“We were looking for a new product that was ITIL-based,” said Mark Westbrook, Deloitte IT director.

At the moment, users have to call or email the IT service desk, so Deloitte was keen on the self-service functions of the software, as well as the web chat function.

“Web chat is a really big win for us. Web chat allows us to have more than one interaction at any one time,” said Westbrook.

An example of a self-service capability is that users can check the ticket on open records on the road, on their PDAs, as well as check for service outages.

Users can also order equipment more easily, via an Amazon-style ordering function. Previously, they would have had to log a call with IT to get equipment.

There will initially be 400 users on the system at first, which includes 280 IT services staff and the remainder in HR and facilities. Westbrook expects the number of users to grow to other areas of the business once implemented.

The first phase of the project will go live in Deloitte’s offices in the UK and Switzerland in the second week of July. This will involve the implementation of incident management, problem management, change management and a service catalogue.

The second phase, due to go live in September, will include purchasing, licence and asset portfolio management, project and portfolio management and resource management.