A new solution transforms the IT function
The company worked with RSM to implement RSM WorkHub, leading to significant benefits. The solution has consolidated IT service management and strategic portfolio management (SPM) applications into a single platform, centralizing workflow and eliminating disparate systems.
Following the implementation, the company now has a first-class IT service management system where they can manage their intake not only by inbound email, but also by a client-facing service portal with a service catalog. Users can submit incidents, project requests, enhancement requests, onboarding requests and new desktop requests with ease. Tickets are routed through RSM WorkHub to the appropriate departments for more streamlined project management, while enhanced reporting and service-level agreement creation brings accountability to the department and enables the appropriate setting of expectations.
“As we got into the ServiceNow functionality and implemented it, the platform is so much richer than it was previously,” the CTO says. “Especially when we got into the IT business management module—it’s just shocking how deep and how much functionality there is now.”
From an IT team perspective, employees now can manage their work in one place. They also can now manage their yearly planning through ideation and manage their ad hoc project intake process through demand management. More robust assessments and prioritization capabilities align to the company’s strategic framework, ensuring IT is supporting the entire organizational vision.
"RSM offers an enterprise-grade solution at an attainable price point,” the CTO says. “They demystified the complexity of ServiceNow and gave us what we needed to understand our IT workload and streamline our project management processes.”
Supporting the ongoing evolution of IT
Ultimately, the RSM WorkHub solution has given the company the ability to manage all their IT work in one place and a clear vision into whether resources are underallocated or overallocated in certain areas.
In addition, with the new emphasis on IT optimization, the company has established an IT steering committee. At those monthly meetings, the CTO uses the insight and data from RSM WorkHub to report on the tickets IT has for the month and how they are classified, demonstrating the value of the function to stakeholders.
“It’s been an awakening, which I knew it would be,” he says. “We are seeing benefits in terms of the workload; we’re starting to see patterns in data to identify problem areas and email has come down because users can simply update a ticket. So, yes to productivity, yes to visibility, yes to workload, and yes to prioritization and escalation.”
With RSM WorkHub, the company has the foundation to begin looking toward additional resource management in other areas of the business. They plan on building out the SPM module further, including gaining a greater understanding of time management and the breakdown of operational versus project work. With the success of the platform, discussions are ongoing to determine where its functionality can be further utilized.
After implementing the new workflow solution, the furniture company has broken down barriers between IT and the business, enabling greater communication and collaboration. The IT department is now in greater alignment with organizational goals and is more proactive with solutions and less reactive to problems, providing greater value and efficiency, and becoming more of a strategic partner to the business.
