About the Customer
SuccessFactors is an SAP company that offers cloud-based HCM (human capital management) Suite. SAP SuccessFactors solutions help bring your organization’s purpose to life and put more meaning into people’s work, creating an engaged workforce that improves both performance and profit. As a cloud-based HCM suite, SAP SuccessFactors solutions help more than 6,600 customers and 120 million users, across more than 60 industries in over 200 countries and territories, turn purpose into performance.
Scope and Challenges
Due to fragmented internal processes, issues, and service, incidents were taking longer and becoming more difficult to identify and resolve. SuccessFactors recognized that the status quo was not acceptable. ServiceNow ITSM allowed SuccessFactors to modernize incident, change, problem, and configuration management, as well as customer impact and notification capabilities. More specifically, the Now Platform™ allowed them to integrate and gain visibility into multiple processes, data sources, operational KPIs, and IT financial metrics.
Outcome and Implications
SuccessFactors focus on four promises to their customers: increasing availability, speed, transparency and maturity. Using ServiceNow ITSM, SuccessFactors will be able to accomplish all of these goals while also making it easy for them to integrate existing tools and data. The value in a single platform is that it unifies and streamlines processes. The benefits of the new platform are the integration of processes, data, infrastructure, and workstreams across multiple sources, advanced dashboards to facilitate data-based decision-making and transparency.
“You could see the problem by looking at metrics like increasing MTTR (mean time to repair),” said Alex Hernandez, senior director of SDO service management. “Our MTTR had risen to roughly of four hours for Level 2 security incidents. Our executives didn’t have access to real-time metrics, and it was exhausting and time-consuming to try to explain to customers why a service was impacted.”
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