Orange aims to drive digital transformation through IT service management platform with ServiceNow
To meet customer demand for infrastructure that can support digital transformation, Orange Business Services has launched Service Management Suite. Incorporating the market-leading ServiceNow platform, Service Management Suite delivers cost optimisation, simplification, visibility and control, as well as performance improvement for multinational organisations.
Customers are asking for greater simplicity in the way providers engage with them and deliver their services. Therefore, Orange Business Services chose to embed the ServiceNow platform into Service Management Suite, which provides a wide range of infrastructure management services, including consulting, deployment and operations. By unifying many of these services through the ServiceNow platform, Orange Business Services can integrate Service Management Suite easily with any IT service management (ITSM) environment that customers may have.
Service Management Suite provides visibility and control across a customer’s entire infrastructure, whether devices are managed by Orange, themselves or a third party. It allows multinational corporations to digitally enable their legacy infrastructure and manage multi-sourced ICT services more effectively. In addition, Service Management Suite improves service enablement by aligning infrastructure performance and service level agreements (SLA) with business-critical applications.
Driving digital transformation
Using a fully-industrialised platform, Service Management Suite is now available worldwide and has been extensively trialled by Orange Business Services customers. To help organisations tailor the best “fit-for-purpose” solution, Orange Business Services also provides digital transformation advisory services.
“Enterprises are looking for service management that allows them to use their best processes and APIs on platforms they already use instead of building new. The Orange Business Services offering based on ServiceNow connects directly with enterprise customers in their systems and on their terms. This is a powerful solution for large enterprises where following process is essential to the organisation. We are not aware that anyone else has an offer anything like what Orange Business Services has accomplished with ServiceNow,” says Brian Washburn, Service Director, Global Business Network and IT Services, Current Analysis.
“To help us gain more visibility and control over our WAN, we integrated our incident management processes with the Orange SIAM (service integration and management) helpdesk using ServiceNow. This means that validated information from Orange experts is now made available online to the right target groups within our global organisation. This minimises the impact on our business in case of incidents and ensures that our infrastructure can serve the business,” says Norbert Wieland, Global Service Manager for Siemens WAN.
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