Al Jazeera Media Network Digital Transformation Initiatives

About the Customer

Al Jazeera Media Network (AJMN) is a Middle Eastern multinational multimedia conglomerate and is the parent company of Al Jazeera and its related networks. The network's news operation currently has a total of 70 bureaux around the world that are shared between the network's channels and operations, the second largest amount of bureaux of any media company in the world after the BBC.

Scope and Challenges

“Our previous ITSM efforts were not widely adopted by the business because the tools we tried to use were IT-focused and difficult to customize,” said Grant Totten, Head of Performance Management for AJMN. To make its operations more efficient, AJMN needed to consolidate disparate systems into one easy-to-use service request portal and establish a single system of record.

The Challenges:

  • • Protect uptime and viewership by increasing and improving service management processes
  • • Enable 80+ global locations to better manage assets, contracts, and service requests
  • • Drive user adoption of self-service with more agility and faster speed to market
  • • Improve visibility and decision-making with standardized processes and metrics

Outcome and Implications

To make its operations more efficient, AJMN needed to consolidate disparate systems into one easy-to-use service request portal and establish a single system of record. After evaluating several solutions, AJMN replaced its legacy tool with ServiceNow. Working with a ServiceNow partner, AJMN swiftly implemented incident, change, problem, and asset management. Then AJMN built a shipping module in just a few weeks, using ServiceNow’s out-of-the-box functionality. “That would have been impossible with our previous tool because it really wasn’t intended to be a platform that we could develop on top of. With ServiceNow, just 2.5 full-time employees manage over 30 development streams,” said Totten.

The ourcome was better than expected: 

  • • Brought structure to service management by consolidating processes and breaking down silos
  • • Increased service management processes 700% and drove 100% user adoption for ITSM
  • • Improved access to broadcast equipment and IT services, reducing business risk
  • • Cut costs and improved decision-making through greater visibility
  • • Improved access to broadcast equipment and IT services, reducing business risk
  • • Reduced MTTR for tickets by an average of 84% (13 hours vs. 83 hours)
  • • Resolved 28,000 incidents by tracking problems to resolutions • Nearly eliminated emergency changes

Quotes

“Because of the visibility ServiceNow gives us, we were able to take level-three technical requests and push them down to the service desk. We’re saving money and reclaiming time for our highly skilled engineers. We’ve reached a tipping point where the value of ServiceNow is well known throughout our organization. It’s so fast and easy to use that people are now coming to us and asking how we can streamline more workflows and solve more business problems.” Said - Grant Totten, Head of Performance Management for AJMN.


Khalifa Street
Doha, 23123 , x
Qatar
97444897777
https://www.network.aljazeera.com/
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Enterprise Software and Cloud Applications Purchased by Al Jazeera Media Network


Vendor Old Product New Product Function Market Users VAR/SI When Live
ServiceNow Legacy Applications ServiceNow IT Service Management IT Service Management ITSM n/a n/a 2015 2016

IT Decision Makers and Key Stakeholders at Al Jazeera Media Network


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