Thirdera is updating the Yarra Valley Water – Services ServiceNow environment

Global ServiceNow-only partner Thirdera, through its Australian acquisition Service Line Solutions (SLS), has updated utility Yarra Valley Water’s ServiceNow environment to align with the changing workplace.

The utility company (YVW) rolled out upgrades to overhaul its workplace practices to circumvent the COVID-19 pandemic and its IT systems to consolidate about 20 applications onto a single platform.

Thirdera deployed ServiceNow Workplace Service Delivery and IntegrationHub over a period of six weeks to meet these needs by digitizing desk reservations and installing a central portal for the apps.

“Yarra Valley Water had some other ServiceNow modules implemented. So when the company wanted to manage the return of its employees to the workplace, they looked for a product that could accomplish that task within their existing investment in ServiceNow,” vice president of Thirdera Consulting and Operations and SLS co-founder Girish Ramkrishnani.

“The COVID-19 response product was new at the time, so we decided to do a four week Proof of Concept (POC) to see if it worked for Yarra Valley Water. ServiceNow came to the party by responding to demands and very quickly changing or adopting product improvements to keep up with the ever-changing demands of the COVID-19 pandemic.”

Ramkrishnani said the POC was successful enough to allow Thirdera to expand into other areas of workplace service delivery for YVWs.

The solution introduced employee registration, approvals and movement monitoring via the platform’s table reservation system, with features such as full office space mapping and a wayfinder function.

Ramkrishnani added that as a state-owned company, YVW also has a dedicated COVID-19 response team that liaises with Thirdera on the project, ensuring all parties are aware of the changing requirements.

“Every week we expected the project to change, with something we had done having to be discarded as requirements changed,” Ramkrishnani said. “But we reacted very agile to everyone and still delivered within eight weeks.”

Kowsikaraman Pattabiraman, Senior IT Service Delivery Manager at YVW, said, “With healthcare policies changing, we needed to quickly roll out a solution that employees could easily use once we started returning to the office. With ServiceNow we were able to achieve this.”

After deploying Workplace Service Delivery, Thirdera brought in ServiceNow’s IT Service Management (ITSM), IT Operations Management and IT Asset Management products to integrate YVW’s 20+ applications, automate the delivery of the organization’s IT services and measure performance in real time.

The portal replaced a Cherwell-based system that took longer to implement and lacked self-service capabilities.

The ITSM helped improve YVW’s incident request monitoring and access analytics on ticket requests and response times, reducing staff onboarding time from hours to minutes. The ITOM, meanwhile, provided more visibility into YVW’s infrastructure to maintain service health and optimize service delivery and spend.

Glenn Wilson, general manager for service futures at Yarra Valley Water, said, “We saw ServiceNow as our strategic partner and not just as a service management provider.”

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