Industry
Oil and Gas
Services
Implementation, Consultation, & Managed Services
Solution
ServiceNow ITSM
Region
North America
The client partnered with Aelum Consulting to unify systems, streamline workflows, and enable effortless self-service on a scalable ServiceNow platform.
The Company
The Client, a Canada-based Oil and Gas, is a leading pipeline system transporting oil products to the West Coast. As a critical link in Canada’s energy infrastructure, the company plays a key role in fuelling communities and industries across the region. With a strong commitment to safety, environmental responsibility, and operational excellence, they ensure the reliable and efficient delivery of energy — connecting Canada to a more sustainable and prosperous future
The Challenge
A call for change in handling queries and data accuracy
The client had legacy system issues. With on-prem tools, they had poor visibility of access to data. They were using the waterfall methodology, and too many participants delayed their decision-making ability. They also lacked an efficient, self-service option for common requests. As new processes were being introduced on a daily basis, employees faced confusion in understanding their roles and responsibilities, which led to inefficiencies and disruptions in day-to-day operations. There primary challenges were:
- Frequent implementation of new processes caused confusion among employees, leading to inefficiencies in operational roles and disruptions in routine tasks.
- Employees and stakeholders were hesitant to adapt to new technologies and workflows, significantly slowing down the adoption of improved practices.
- The absence of a centralized governance structure resulted in fragmented workflows, inconsistent decision-making, and delays in resolving operational issues.
- Inadequate oversight of IT assets and configurations created challenges in resource management and restricted the organization’s ability to innovate effectively.
- Uncoordinated processes and unclear role definitions hindered productivity and reduced overall operational agility.
The Goal
The Client needed end-to-end solutions to align their scattered data on one unified platform, streamline IT service management, optimize asset tracking, and enhance governance. The objective was to eliminate fragmented workflows, improve operational efficiency, and drive agility across departments.
The Solutions
Recognizing the need for a structured and efficient operational framework, the client partnered with Aelum Consulting for a comprehensive digital transformation using ServiceNow. Our team worked closely with the client to align solutions with their unique challenges, ensuring a seamless transition and maximum efficiency. The key solutions provided were:
- ServiceNow ITSM: Implemented a centralized IT Service Management framework, including Incident, Problem, Change, Knowledge, Request, and Configuration Management, to automate workflows and improve service delivery.
- ServiceNow Service Catalog: Developed a user-friendly Service Catalog with 50+ catalog items, enhancing self-service capabilities and reducing dependency on IT support.
- ServiceNow ITOM – Discovery: Provided real-time visibility into IT infrastructure, ensuring accurate configuration data and proactive management of assets.
- ServiceNow ITAM: Introduced Hardware Asset Management, Procurement, and Software Asset Management to optimize asset lifecycle management and software license compliance.
- Managed Services: Delivered platform and security support, incident response and resolution, and platform enhancements to ensure continuous system stability.
- ServiceNow Governance & Reporting: Established custom dashboards, SLAs, and KPIs to improve Service Desk and Deskside Support efficiency.
- Virtual Agent: Implemented ServiceNow Virtual Agent for automated, conversational support, also optimizing 24/7 ServiceDesk team structure.
- Process Automation for employees and contractors: Implemented preboarding, onboarding, and offboarding workflows to streamline employee lifecycle management.
- Change Management & Communication: Designed an organizational change management plan with clear communication strategies to drive user adoption and ensure a smooth transition.
ServiceNow Tech Stack used for:
ServiceNow ITSM, ServiceNow ITOM- Discovery, ServiceNow ITAM- Hardware Asset Management, Software Asset Management, Custom Dashboards, Virtual Agent, Now Mobile, Mobile Agent.
The Outcomes
The Customer has reduced manual efforts and improved customer satisfaction
After the successful implementation of ServiceNow solutions, the client experienced significant business improvements that directly impacted operational efficiency and long-term strategic goals. Key business outcomes included:
- Improved Operational Agility: Streamlined processes and automated workflows reduced bottlenecks, enabling the client to respond faster to changes in the market and adapt to new business requirements with greater agility.
- Enhanced Productivity & Reduced Downtime: The centralized IT service management system improved service response times and decreased downtime, leading to higher productivity across departments and a more efficient use of resources.
- Cost Savings & Optimized Resource Allocation: With improved asset tracking and lifecycle management, the client gained better visibility into hardware and software resources, optimizing procurement, reducing waste, and ultimately lowering operational costs.
- Stronger Compliance & Risk Mitigation: The introduction of ServiceNow ITAM and governance processes helped ensure software license compliance and improved risk management, reducing the potential for audits and legal challenges.
- Better Decision-Making & Data-Driven Insights: The implementation of custom dashboards, SLAs, and KPIs provided key stakeholders with real-time, actionable insights, allowing for more informed decision-making and better alignment with business objectives.
- Increased Customer Satisfaction: With improved internal processes and more efficient IT service delivery, the client was able to provide a better experience for their customers, increasing satisfaction and strengthening their market position.
- Scalable & Future-Proof Framework: The solutions implemented laid the foundation for continuous innovation and scalability, allowing the client to keep pace with industry changes and future growth opportunities.