CASE STUDY
V
irgin Trains is determined to
transform the rail experience into
a reliable source of enjoyment and
pleasure. The company wants to deliver a
consistently positive experience that keeps
customers happy and keeps them coming
back. When it set out to radically improve
customer service, Virgin Trains selected
ServiceNow as a strategic partner.
“We’re moving towards a digitised,
automated, personalised rail experience that
puts customer satisfaction first,” said John
Sullivan, CIO at Virgin Trains.
“All of that starts with a foundation of
streamlined internal processes and excellent
IT service delivery and that’s exactly what
ServiceNow brings to the table,” said Sullivan.
“Eventually, we’ll be able to use the same
system to integrate data and automate
processes across the enterprise, in just about
any business function.”
ServiceNow provides Virgin Trains
with the visibility needed for
continued process improvement
For Virgin Trains, the first milestone on
the journey to service excellence was
modernisation of its IT Service Management
infrastructure and applications.
The company’s legacy IT service
management platform was ageing and had
limited capabilities.
“Everything we do for customers starts with
great support for employees,” said Dean
Underwood, Head of IT Services for Virgin
Trains. “If you don’t have infrastructure and
processes in place that can improve service
delivery and grow and evolve with you,
transformation is just not possible.”
The initial focal point was transparency.
“We had no visibility into processes and
we had very limited data on which to
base decisions that would improve service
delivery,” said Underwood.
At a previous company, Underwood saw
that the Now Platform could integrate
applications and data from multiple sources,
thereby creating a single source of truth
and new ways to streamline IT service
management processes.
“With ServiceNow, we have data and visibility
into processes so we can take ownership of
RICHARD
BRANSON HAS
A SAYING, ‘IF WE
LOOK AFTER OUR
STAFF, THEY WILL
LOOK AFTER OUR
CUSTOMERS.’
those processes and continuously improve
them,” said Underwood.
The Now Platform gives Virgin Trains insight
into core IT processes such as incident and
change management. “We can quickly
understand where failures are occurring,
what’s causing failures, average resolution
times and so on — and we can monitor our
progress in both preventing outages and
minimising their impact to employees,”
Underwood commented.
“Fundamentally, ServiceNow gives us the
data we need to improve the service desk
and overall service delivery,” said Sullivan. “In
the past, we made changes based on what
we felt needed changing. Now we have the
data to drive better decisions.
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