Global BusinessService Managementwith ServiceNow

2020 | DELOITTE CONSULTING GMBH

Deloitte 2020 2

• Break silos and establish a cross-functional Service Portal to browse, request and monitor all services provided by the involved support functions

One-stop-shop for all services provided across functions

Unified user experience

Structured channeling of interactions

• Leverage benefits of a common platform for service management based on ServiceNow

Single source of truth for type and amount of services delivered( reports & dashboards, billing)

Handling of requests and inquiries across departments and functions

Leverage common master data(HR data, CMDB, Assets, etc.)

Our GBS solution extends standard functionality of ServiceNow for integrated Service Management, improving performance, transparency and the overall experience

Deloitte Service Management for Global Business Services (GBS) – Why?

* Source: Deloitte Global Shared Services Survey 2017; Question: What functions are covered by your Shared Service Center?

HR

ITSM

CSM

Baseline Business Apps

Key Objectives of Deloitte Service Mgmt. for GBSServiceNow coverage of typical* GBS Functions

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Exemplary target architecture utilizing ServiceNow as system of action and orchestration layer for Service Management of Global Business Services

Deloitte Service Management for GBS – Target Picture

System of Action & Orchestration Layer

Global Service PortalPhone

Systems of Record

Integration Layer

IDMFI/COERP 2ERP 1 … …DWHHCM

Enterprise Service Bus or Middleware Native APIs (REST / SOAP)

User & org. data

Configuration & Asset Data

KnowledgePRO …FINIT HR

Service

Management

Orchestration

Workflows

App Chat(bot) Email

Other applications

Browser

PredictiveIntelligence

Enterprise Resource Planning

Unified UX across functions &

omni-channel accessibility

Shared master data enabling

service delivery

Cross-functional case

exchange for frictionless, e2e

service delivery

Robotics Process Automation

Integrated capabilities for

performance maximization &

transparency

Integration via ESB (if in

place) or direct via standard

APIs

Integrate Enterprise

Applications and leverage

existing data and business

logic

Analytics & ReportingFunctional service catalogs

allowing for functional

specifics

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Our GBS solution enables the support organizations to professionally manage cases individually per function and across functions

Deloitte Service Management for GBS – Case Management Overview

• Submit new cases

• Track status of my cases

• Receive notifications

• Interact and comment

Fulfillment Processes in Backend

• Function-specific processes, data and status models

• Route cases to relevant assignment groups

• Structured work queue for case resolution

• Transparent status and measuring of Service Levels

• Reporting on resolved cases

GBS Agents

Back office functions

Automatic routing to resolver

groups based on case information

RequestQuestion

Issue

• Functions can define individual case forms and fulfillment processes

• Standard case management functionalities support efficient resolution of inquiries

• A cross-functional end-user portal reduces phones calls

• Structured case information reduces effort of checking back with the requester and enables automatic routing to resolver groups

• Status requests on resolution are reduced by transparent status in the portal

Automatic dashboard for efficient

management

Predefined workflows for efficient

resolution

Structured task management for

resolver groups

Enterprise Service Portal

Finance Case

HR Case

IT Incident

Procurement Case

Function x case

My cases

New Case

Category

Department

Description

Submit

Case

status

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We designed a ServiceNow application that is able to process GBS requests for Finance, Logistics, Purchasing and HR in the same platform

Deloitte Service Management for GBS – Case Management App Architecture

ServiceNow

One integrated Portal

Finance

Portal

Logistic

Portal

Purchasing

Portal

Further Business

Portals

HR Portal

Shared Services Application

HR Case

Management

ITSM

Service Catalog

Change Management

etc.

Task

Finance Case

Management

Logistics Case

Management

Purchasing Case

Management

Further Case

Mgmt. Apps

IT

Portal

Onboarding of

new functional

areas in <3 days

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Demo

Deloitte Service Management for GBS

Deloitte 2020 7

Cross-functional Portal

End-user View

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Function-specific Portal (e.g. Finance)

End-user View

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Finance Case Form

End-user View

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Fulfiller Dashboard

Fulfiller View

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Case Record (Backend)

Fulfiller View

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