ServiceNow

Following its spin-off as an independent company, Röhm GmbH was looking for its own IT service management system that would be easy to maintain, yet as flexible as possible, so that it could map and automate a wide range of processes. Materna’s subsidiaries, agineo and Materna TMT, supported the selection process and the implementation of a suitable standard tool.

Time and cost savings through automated processes

As part of a strategic realignment, Evonik spun off its methacrylate business unit in 2019. Since then, it has been operating under its original name, Röhm GmbH. Following its spin-off, Röhm GmbH, as an independent company, faced the challenge of establishing its own IT Service Management (ITSM) system.

The company already had a connection with Materna from previous projects. Röhm therefore brought in Materna’s ITSM experts as consultants to find a suitable solution for its IT service management. Through a series of requirements workshops, the company gained an increasingly clear picture of the direction it needed to take. Existing processes were scrutinised and re-evaluated.

As part of a large group, there had been little scope for input. As an independent company, Röhm now had the opportunity to completely rethink and redesign its processes. The key objectives in the ITSM environment were greatly simplified, automated and streamlined processes.

Extensive process automation

Röhm initially brought Materna on board as a consultancy partner to assess the pros and cons of potential ITSM systems. Key considerations were maximum flexibility and a comprehensive range of functions, so that other non-IT processes could also be mapped. ServiceNow was best placed to meet these criteria.

The company chose agineo’s ServiceNow experts as its partner for implementing the migration project. The project partners jointly decided to focus initially on internal IT.

An analysis of the current situation revealed that numerous manual steps could be automated and thus optimised. One example of this is the automation of logistics for workstation equipment. If staff required new equipment, they previously had to check whether it was already available or whether it needed to be ordered. With the introduction of ServiceNow, newly delivered devices are recorded directly in a virtual warehouse, so that staff can check which devices are available and in what quantities when placing an order. The approval process has also been significantly simplified, as the system preselects the correct contact and automatically initiates the approval process. Instead of manually transferring order data from Excel spreadsheets, there are now forms that are also automatically pre-filled. The person placing the order simply has to select a name from a predefined list. With 900 orders per month, the savings in time and effort are enormous.

With the introduction of ServiceNow, the project partners also took a close look at the existing service catalogue. By consolidating and standardising 600 different ordering options and services, they were able to streamline the catalogue by a third.

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Implementation in several stages

Right from the start of the project, it was clear that Röhm wanted to use an out-of-the-box ITSM tool. Neither major adaptations nor customisation were required, in order to remain as close as possible to the standard and thus keep system maintenance straightforward. The ServiceNow experts at agineo then examined how the requirements that had been drawn up could be reconciled with the ITSM tool. They implemented the requirements step by step over a period of around six months using agile methods. The go-live took place in two stages: Initially, the project began with the internal IT areas of incident, problem and change management. A few weeks later, the project team decommissioned the previous platform and went live with the complete new ITSM solution, including the service catalogue. Currently, 3,500 employees have access to the solution.

To ensure a smooth transition to the new ITSM solution, project partner Materna TMT supported the change management process. To this end, the digital learning specialist produced various video formats. Even before the roll-out, a ‘Mood Trailer’ was released to prepare staff for the change. In three further videos, two animated characters – already well-known at Röhm GmbH – explained various processes relating to the ServiceNow portal. In a playful and easy-to-understand way, these characters introduced the new portal overview, the fault reporting process and the ordering process. Materna TMT produced all the videos in German and English, as well as with Chinese subtitles, and made them available when the portal went live.

Expansion of the solution

Following the introduction of the core ITSM processes, the project partners began mapping further processes via the platform. In the first phase of expansion, agineo implemented and tested a number of HR services. The first services are already available for use, with more to follow. Once the HR services are complete, a global roll-out will take place in the USA and China.

Benefits

Currently the leading cloud platform with a wide range of out-of-the-box modules
Minimal customisation, enabling upgrades within a few days with manageable effort
Central platform for many other (including non-IT) processes

About Röhm

With 3,500 employees and 13 production sites worldwide, Röhm is one of the leading manufacturers in the methacrylate sector. This medium-sized company, with sites in Germany, China, the USA, Mexico and South Africa, has more than 80 years’ experience in methacrylate chemistry and a strong technology platform. Its well-known brands include PLEXIGLAS®, ACRYLITE®, MERACRYL®, DEGALAN®, DEGAROUTE® and CYROLITE®. Further information: www.roehm.com