Pacific Aluminium Automates IT Service Delivery in 30 Days With ServiceNow
One of the World’s Largest Integrated Aluminium Producers Reports 20 Percent
Monthly Savings in IT Service Costs
SAN DIEGO -- March 6, 2013
ServiceNow (NYSE: NOW), the enterprise IT cloud company, today announced that
Pacific Aluminium is using ServiceNow software-as-a-service to successfully
provide a new level of IT service delivery across its mining, refinery and
smelter operations in Australia and New Zealand.
Pacific Aluminium went live in 30 days using ServiceNow to manage IT changes,
requests, incidents, configuration management, knowledge base and self-service
catalog. The company reports that it benefits from ongoing monthly operational
savings of 20 percent by insourcing its IT service team. With about 100
business and IT support analysts, Pacific Aluminium uses ServiceNow to serve
over 4,000 end-users and deals with approximately 600 IT service events and
requests a week. The implementation of ServiceNow met deployment timelines,
achieved cost savings and rapidly improved the service experience.
“Our reputation as a very young IT department was at stake, so we needed a
successful deployment that could immediately solve our needs,” said Gavin
Bills, general manager of IT, Pacific Aluminium. “With ServiceNow, we have
created a self-service IT environment that enables us to stay ahead of
employee and organizational demands as well as lets us focus on driving
business evolution and growth.”
“Operationally, Pacific Aluminium achieved ROI when that first support call
came in to IT because they established a capability that hadn’t existed 30
days before. From day one, they received feedback from employees that the
service is fantastic,” said Matthew Campbell, director at Service Potential,
the system integrator instrumental in the deployment. Campbell recommended
ServiceNow because it closely suited Pacific Aluminium’s requirement of
agility, flexibility and rapid deployment.
ServiceNow also provides Pacific Aluminium with streamlined features including
reporting tools and self-help options for tech-savvy users. With access to
over 150 knowledge base articles, employees can find solutions for their
issues 24 hours a day, seven days a week, without phoning for support and
waiting for a response or a change request.
“Pacific Aluminium’s experience highlights just how customers can quickly go
live with ServiceNow,” said Beth White, chief marketing officer, ServiceNow.
“The rapid automation and globalization of services means that customers can
immediately transform the IT service experience.”
ServiceNow is the enterprise IT cloud company. We focus on transforming
enterprise IT by automating and standardizing business processes and
consolidating IT across the global enterprise. Organizations deploy our
service to create a single system of record for enterprise IT, lower
operational costs and enhance efficiency. Additionally, our customers use our
extensible platform to build custom applications for automating activities
unique to their business requirements. For more information, visit
ServiceNow and the ServiceNow logo are registered trademarks of ServiceNow.
All other brand and product names are trademarks or registered trademarks of
their respective holders.
Liza S. Goldberg, 408.851.8553
Kim McCrossen, 781.684.6253
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