Specialty vehicle manufacturer Oshkosh Corporation, the maker of the U.S. military’s Joint Light Tactical Vehicle, recently faced a major challenge. The company was supporting 15 different systems and custom SharePoint sites for IT service management, making it difficult to track and update service requests from more than 13,000 employees and thousands of contractors in 23 countries.
Oshkosh Corporation had acquired numerous systems through business acquisitions, across four main business segments: access equipment, defense, fire and emergency, and commercial. IT staff had to work with numerous, dated systems to develop spreadsheets, reducing enterprise visibility and hurting audit compliance.
“Multiple tools were used for tracking work and gave us no useful reporting,” recalls Greg Downer, the company’s senior IT director. “The tool enhancements were costly, and 60 IT teams across 14 global companies had their own processes.”
Today, after consolidating on ServiceNow with the consulting and implementation services of Fruition Partners, a CSC company, the IT organization provides centralized, cloud-based service management. Service is available via mobile devices through a shopping-cart experience similar to that of online retailers.
When Downer first came to Oshkosh, he says, he almost immediately reached out to ServiceNow provider Fruition Partners, which was acquired by CSC in 2015.
The ServiceNow system they envisioned and implemented is called OSCAR, short for Oshkosh Service Catalogue and Request. OSCAR went live over a weekend through a big bang conversion, delivering enterprise IT service management in a single system to all of the company’s organizations. The consolidated system reduced the 5-year IT spending forecast by $3 million — money the company can now use for other customer-focused IT projects. And that’s a significant savings, given the company’s size. In its fiscal year 2015, the company had $6.1 billion in revenue.
Improved Service Levels
OSCAR has resulted in a dramatic improvement in service levels, says Downer. Before deploying the new system, the company had no mobile capability, online status report or portal. For a service request, users submitted an email form or created a form in SharePoint that did not have automated workflow capability.
“When we compared the old workflows to the new, we found that we eliminated 36,000 non-value-add approvals a year,” Downer says. “We just had approvals everywhere, and many of them were not necessary.”
OSCAR now does immediate software distribution for 8,500 users. As soon as a request for standard software is approved and a package is available, the company deploys it immediately. There’s no human triage or workgroup or assignment group. The company receives about 2,000 of these kinds of requests a year, says Downer.
Other features include single sign-on, a shopping cart experience similar to online retailers for service requests, real-time chat with a service desk agent by language and by region, and online, real-time status visibility for all issues and requests. “We now have one single portal for all 8,500 users that we support,” Downer says. “And the deployment of analytics on mobile devices for our IT management has provided better decision support.”
Expanding Across the Business
Roughly 30 days after Oshkosh Corporation went live with OSCAR, employees in Human Resources (HR) came to IT with quite a few challenges. “They had tons of systems, tons of Domino databases and SharePoint sites, the way we had in the IT department,” Downer says. “They asked if they could put their data in OSCAR, and we said that is the absolute intent of the system.
The process is ongoing. Downer says HR has about 18 months of process work to do before the department will be ready to automate. The IT department faced a similar time frame; it took about a year before OSCAR went live. “The technology was there, but we just had a ton of workflow processes to get through internally,” Downer explains.
Rolling out OSCAR across other areas of the business will require working through many workflow challenges. Downer hopes all departments, from Facilities to Legal to Purchasing, will work closely with Fruition Partners to use OSCAR.
We will all work together with Fruition Partners to get something done for an internal customer, a supplier or even an external customer,” Downer says. “We’ve got a lot of new leadership, and it’s very exciting.”
Downer adds, the consulting work made all the difference. He says Fruition Partners has strong expertise in how to deploy ServiceNow.
“The accelerators and intellectual property that Fruition Partners invests in are everything to us,” he says. “That helps us move faster and avoid common pitfalls, which is the true definition of consulting. Other companies claim to have accelerators, but they are not as sophisticated and mature as Fruition Partners’ practice at CSC.”