Pacific Aluminium Automates IT Service Delivery in 30 Days With ServiceNow

ServiceNow, 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.”