Oshkosh realizes an enterprise platform vision with ServiceNow
Oshkosh decided it needed to replace its many legacy tools with a unified IT management platform. However, it also had a vision to deliver services across the enterprise–not just in IT, but in other areas such as HR and facilities. Greg says, “This wasn’t about taking small steps. We wanted to fundamentally transform our delivery capabilities. That takes a true enterprise platform. And, once you understand that you need an enterprise platform, there’s only one choice–ServiceNow.”
With ServiceNow, Oshkosh is saving $3 million in license, maintenance, and hardware costs
Rather than take an incremental approach, Oshkosh pursued an aggressive strategy. It decided to go live with a comprehensive ServiceNow implementation, replacing all of its legacy tools at the same time.
“Our go-live included service catalog, mobile, incident, problem, change, knowledge, and configuration–and it was a huge success. We’ve had no major defects since we launched, and we’re saving $3 million in license, maintenance, and hardware costs. Plus, upgrades are now just a change, and not a full-blown project,” explains Greg.
ServiceNow delivers immediate benefits as Oshkosh saves 8,000 hours through process improvements
Greg describes the platform rollout: “With most rollouts, you spend 80% of your time dealing with technology and 20% on business process. With ServiceNow, we’ve flipped that to 20% technology and 80% business process. That allowed us to deliver significant business benefits out of the gate.”
With ServiceNow, Oshkosh has saved 8,000 hours of work through business process improvements. For example, the company eliminated 36,000 unnecessary approvals, saving time and money. Oshkosh was also able to structure its employee onboarding, transfer, and offboarding processes.
Oshkosh employee satisfaction with IT increases 6% in a single year
Oshkosh’s employees are equally impressed with ServiceNow. Alicia Hopkins, IT Manager, Oshkosh Corporation, says: “Within a year of launching ServiceNow, IT’s customer satisfaction rating rose by 6%. That’s incredibly hard to do. Employees now see IT as efficient and responsive, and that perception continues to build.”
That shift in perception is backed by hard metrics. Greg says, “Shortly after we went live, we turned on ServiceNow® Performance Analytics. That gave us the visibility we needed to drive change and improvement. Before ServiceNow, we struggled to hit our service level targets. Today, we’re exceeding targets for both incidents and service requests.”