Simpler, Smarter ServiceNow Implementation for Fonterra

The Project

Fonterra engaged Sysdoc on Āwhina to re-implement ServiceNow using out-of-the-box functionality. Having heavily customised the previous ServiceNow system Fonterra was limited in its ability to adopt new functionality and innovation.

Fonterra’s vision for the Āwhina project was to:

• Deliver a single user-facing portal that provided support for its IT, HR, facilities, accounting and business services
• Implement of out-of-the-box ServiceNow functionality for back-end processes
• Promote self-help behaviour among users by moving them away from email and phone calls and encouraging their use of the ServiceNow portal
• Provide users with a more intuitive Knowledge Base experience by enabling natural language processing functionality.
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The Challenges

Some of the challenges we faced were:

• Aggressive timelines due to technical challenges
• Covid-19 and a short notice lockdown. This required flexibility and managing the Go-live successfully
• The readiness of the system prior to the Go-live deadline and managing last minute changes
• Deploying IT, HR and CSM modules in a single Go-live.

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Rapid Adoption Set Up for the Future

 Sysdoc helped Fonterra staff to adopt ServiceNow rapidly, and also set up Fonterra to simplify processes involving ServiceNow by:

• Combining ServiceNow product documentation, training and support material into our final product
• Producing a range of learning resources, including system recordings, ‘How to’ guides and knowledge articles
• Having Sysdoc business analysts map processes to support business simplification
• Planning and executing the ELS and Go-live feedback sessions
• Developing a change plan that included stakeholder engagement and communication, change impact assessment, a training plan, and support for online system walkthroughs.

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The Outcome

The Fonterra Āwhina project delivered a user-friendly portal with optimised processes, that encouraged self-help behaviour among end-users. Sysdoc’s pragmatic change and training approach ensured a seamless transition.

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