{"id":3334,"date":"2023-08-28T11:35:25","date_gmt":"2023-08-28T15:35:25","guid":{"rendered":"https:\/\/pomerol.ca\/?post_type=project&p=3334"},"modified":"2025-11-17T09:55:07","modified_gmt":"2025-11-17T14:55:07","slug":"itsm-servicenow-integration-support","status":"publish","type":"project","link":"https:\/\/pomerol.ca\/en\/project\/itsm-servicenow-integration-support\/","title":{"rendered":"Operationalizing IT Service Management for a Successful ServiceNow Deployment"},"content":{"rendered":"\n\n[et_pb_section fb_built=”1″ _builder_version=”4.19.0″ background_color=”#293344″ background_image=”https:\/\/pomerol.ca\/wp-content\/uploads\/2019\/04\/POM-Website-1-Slide-Final-EN.jpg” custom_padding=”0|0px|0|0px|false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.19.0″ custom_padding=”45px|0px|48px|0px|false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.19.0″ global_colors_info=”{}”]

Operationalizing IT Service Management for a Successful ServiceNow Deployment<\/span><\/h1>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”]

Client<\/h1>\n

<\/p>\n

The client is a recreational products manufacturing company operating facilities in 6 countries on 3 continents. With 20,000 employees and collaborators sharing a tradition of innovation, they sometimes implements cross-functional projects that create some complexity due to their international scope.<\/p>\n

<\/p>[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”]

 <\/p>\n

 <\/p>\n\n\n\n\n\n
\n

Industry:<\/strong><\/p>\n<\/td>\n

Manufacturer<\/td>\n<\/tr>\n
End User Count:<\/strong><\/td>\n20 000 to 30 000<\/td>\n<\/tr>\n
Reach:<\/strong><\/td>\nInternational<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

 <\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ background_color=”#ffffff” min_height=”674px” custom_padding=”50px|0px|50px|0px|false|false” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ custom_padding=”0|0px|27px|0px|false|false” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.19.0″ global_colors_info=”{}”]

Mandate<\/h1>\n

The Context<\/h3>\n

This particular company had approached an integrator to implement the new technology tool in “installation” mode without knowing that the integration of such a tool would become the largest digital project in its history. To ensure the success of this type of technological change, the level of maturity of business processes must be taken into account.<\/p>\n

    <\/ol>\n

    The Challenges<\/span><\/h3>\n

    In this case, the proposed project did not take into account the global impact of such initiative. It was only centered on the technological aspect, i.e. the implementation of the tool. As the success of such a project relies on 5 factors \u2013 strategy, processes, governance, resources and technology, the client chose to be accompanied by Pomerol to ensure the leadership of the solution and to set up a process to address these 5 success factors.<\/p>[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https:\/\/pomerol.ca\/wp-content\/uploads\/2021\/11\/photo3-1.jpg” align_tablet=”center” align_phone=”center” align_last_edited=”on|desktop” _builder_version=”4.18.0″ border_color_top=”#FFFFFF” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ background_color=”#f7f8fc” custom_padding=”50px|0px|50px|0px|false|false” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https:\/\/pomerol.ca\/wp-content\/uploads\/2021\/11\/photo2-1.jpg” align_tablet=”center” align_phone=”center” align_last_edited=”on|desktop” _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.16″ global_colors_info=”{}”]

    Solution<\/h1>\n

    Pomerol planned the transition as well as the business integration and operationalization. In addition, their experts updated the service catalog and established a roadmap for the management of this 3-year project.<\/p>\n

    <\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ custom_padding=”70px|0px|50px|0px|false|false” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.19.0″ global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.18.0″ global_colors_info=”{}”]

    Deliverables<\/h1>\n
      \n
    • Transition and business integration plans<\/li>\n
    • A current state of the ecosystem detailed report<\/li>\n
    • Definition of the target business model<\/li>\n
    • Documentation of processes and use cases for the new platform<\/li>\n
    • Analysis matrix of challenges and impacts<\/li>\n
    • Operational integration<\/li>\n<\/ul>[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https:\/\/pomerol.ca\/wp-content\/uploads\/2021\/11\/photo1-1.jpg” align_tablet=”center” align_phone=”center” align_last_edited=”on|desktop” _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Fresh Ingredients” _builder_version=”4.16″ background_color=”#ffffff” custom_padding=”24px|0px|30px|0px|false|false” animation_style=”fade” animation_starting_opacity=”18%” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_padding=”30px|0px|27px|0px|false|false” custom_width_px=”1774px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_divider show_divider=”off” _builder_version=”4.16″ max_width=”60px” module_alignment=”center” custom_margin=”||10px|” animation_style=”fade” animation_starting_opacity=”10%” saved_tabs=”all” locked=”off” global_colors_info=”{}”][\/et_pb_divider][et_pb_text disabled_on=”on|on|off” _builder_version=”4.16″ text_font=”||||||||” text_text_color=”#3e475a” header_font=”Playfair Display||||||||” header_text_color=”#293344″ header_2_font=”Playfair Display||||” header_2_font_size=”48px” header_2_line_height=”1.3em” background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” animation_style=”fade” animation_starting_opacity=”10%” inline_fonts=”Playfair Display” global_colors_info=”{}” header_font_size__hover=”30px” header_font_size__hover_enabled=”30px” header_letter_spacing__hover=”0px” header_letter_spacing__hover_enabled=”0px” header_text_shadow_style__hover=”none” header_text_shadow_style__hover_enabled=”none” header_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)”]

      The Pomerol Difference<\/span><\/span><\/h1>[\/et_pb_text][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]

      Pomerol was a facilitator in this project and identified the needs related to the technological solution provided by the integrator. Without this crucial, the tool would have ended up on a shelf or would have been compromised from the start.<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ background_color=”#FFFFFF” custom_padding=”27px|0px|0|0px|false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_testimonial author=”Jean-Fran\u00e7ois Tremblay” job_title=”Executive VP, Partner” company_name=”Pomerol” portrait_url=”https:\/\/pomerol.ca\/wp-content\/uploads\/2022\/06\/Ico\u0302ne.png” portrait_width=”95px” portrait_height=”155px” _builder_version=”4.18.0″ _module_preset=”default” body_font=”|300|on||||||” body_font_size=”26px” background_color=”#f7f8fc” global_colors_info=”{}”]

      \n

      “Changing a tool is not just a technological project, it’s a transformative initiative for an organization, its processes and, above all, its people.”<\/p>\n<\/blockquote>[\/et_pb_testimonial][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ background_color=”#f7f8fc” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.18.0″ global_colors_info=”{}”]

      Are you interested in a project like this?<\/h1>[\/et_pb_text][et_pb_button button_url=”@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9saW5rX3VybF9wYWdlIiwic2V0dGluZ3MiOnsicG9zdF9pZCI6IjE5ODEifX0=@” url_new_window=”on” button_text=”Submit a Project Request” button_alignment=”center” _builder_version=”4.18.0″ _dynamic_attributes=”button_url” custom_button=”on” button_text_color=”#ffffff” button_font=”||||||||” global_colors_info=”{}”][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Fresh Ingredients” _builder_version=”4.16″ background_color=”#ffffff” custom_padding=”24px|0px|30px|0px|false|false” animation_style=”fade” animation_starting_opacity=”18%” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_padding=”30px|0px|27px|0px|false|false” custom_width_px=”1774px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.16″ text_font=”||||||||” header_font=”||||||||” header_3_font=”Montserrat|700||on|||||” header_3_text_color=”#bfbfbf” header_3_font_size=”14px” header_3_letter_spacing=”2px” header_3_line_height=”1.3em” background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” module_alignment=”center” custom_margin=”||12px|” custom_padding=”|||” animation_style=”slide” animation_direction=”bottom” saved_tabs=”all” locked=”off” inline_fonts=”Roboto” global_colors_info=”{}” text_letter_spacing__hover=”0px” text_letter_spacing__hover_enabled=”0px” text_line_height__hover=”1.7em” text_line_height__hover_enabled=”1.7em” text_orientation__hover=”left” text_orientation__hover_enabled=”left” text_font_size__hover=”14px” text_font_size__hover_enabled=”14px” text_text_shadow_style__hover=”none” text_text_shadow_style__hover_enabled=”none” text_text_shadow_color__hover=”rgba(0,0,0,0.4)” text_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” link_font_size__hover=”14px” link_font_size__hover_enabled=”14px” link_letter_spacing__hover=”0px” link_letter_spacing__hover_enabled=”0px” link_line_height__hover=”1em” link_line_height__hover_enabled=”1em” link_text_shadow_style__hover=”none” link_text_shadow_style__hover_enabled=”none” link_text_shadow_color__hover=”rgba(0,0,0,0.4)” link_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” ul_font_size__hover=”14px” ul_font_size__hover_enabled=”14px” ul_letter_spacing__hover=”0px” ul_letter_spacing__hover_enabled=”0px” ul_line_height__hover=”1em” ul_line_height__hover_enabled=”1em” ul_text_shadow_style__hover=”none” ul_text_shadow_style__hover_enabled=”none” ul_text_shadow_color__hover=”rgba(0,0,0,0.4)” ul_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” ol_font_size__hover=”14px” ol_font_size__hover_enabled=”14px” ol_letter_spacing__hover=”0px” ol_letter_spacing__hover_enabled=”0px” ol_line_height__hover=”1em” ol_line_height__hover_enabled=”1em” ol_text_shadow_style__hover=”none” ol_text_shadow_style__hover_enabled=”none” ol_text_shadow_color__hover=”rgba(0,0,0,0.4)” ol_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” quote_font_size__hover=”14px” quote_font_size__hover_enabled=”14px” quote_letter_spacing__hover=”0px” quote_letter_spacing__hover_enabled=”0px” quote_line_height__hover=”1em” quote_line_height__hover_enabled=”1em” quote_text_shadow_style__hover=”none” quote_text_shadow_style__hover_enabled=”none” quote_text_shadow_color__hover=”rgba(0,0,0,0.4)” quote_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” background_layout__hover=”light” background_layout__hover_enabled=”light”]

      <\/h3>[\/et_pb_text][et_pb_divider show_divider=”off” _builder_version=”4.16″ max_width=”60px” module_alignment=”center” custom_margin=”||10px|” animation_style=”fade” animation_starting_opacity=”10%” saved_tabs=”all” locked=”off” global_colors_info=”{}”][\/et_pb_divider][et_pb_text disabled_on=”on|on|off” _builder_version=”4.16″ text_font=”||||||||” text_text_color=”#3e475a” header_font=”Playfair Display||||||||” header_text_color=”#293344″ header_2_font=”Playfair Display||||” header_2_font_size=”48px” header_2_line_height=”1.3em” background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” animation_style=”fade” animation_starting_opacity=”10%” inline_fonts=”Playfair Display” global_colors_info=”{}” header_font_size__hover=”30px” header_font_size__hover_enabled=”30px” header_letter_spacing__hover=”0px” header_letter_spacing__hover_enabled=”0px” header_text_shadow_style__hover=”none” header_text_shadow_style__hover_enabled=”none” header_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)”]

      True results are achieved 
      when<\/strong> people are at the heart of the solution.<\/strong><\/span><\/span><\/span><\/span><\/h1>[\/et_pb_text][et_pb_text _builder_version=”4.16″ text_font=”Montserrat||||” text_text_color=”#939393″ text_font_size=”17px” text_line_height=”1.8em” header_font=”||||” background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” max_width=”700px” module_alignment=”center” animation_style=”slide” animation_direction=”top” animation_intensity_slide=”4%” global_colors_info=”{}”][\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ module_id=”nous-joindre” _builder_version=”4.16″ background_image=”https:\/\/pomerol.ca\/wp-content\/uploads\/2019\/03\/POM-Website-1-Slide-V2.jpg” global_colors_info=”{}”][et_pb_row column_structure=”1_3,2_3″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.16″ text_font=”Roboto||||||||” text_text_color=”#ffffff” inline_fonts=”Roboto” global_colors_info=”{}”]

      Pomerol Groupe Conseil <\/span><\/strong><\/span>
      863, rue St-Pierre, Suite 203<\/span>
      Terrebonne, Qu\u00e9bec, J6W 1E6<\/span><\/p>\n

       <\/p>[\/et_pb_text][\/et_pb_column][et_pb_column type=”2_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][\/et_pb_column][\/et_pb_row][\/et_pb_section]\n\n","protected":false},"excerpt":{"rendered":"

      Operationalizing IT Service Management for a Successful ServiceNow DeploymentClient The client is a recreational products manufacturing company operating facilities in 6 countries on 3 continents. With 20,000 employees and collaborators sharing a tradition of innovation, they sometimes implements cross-functional projects that create some complexity due to their international scope.     Industry: Manufacturer End User […]<\/p>\n","protected":false},"author":5,"featured_media":4093,"comment_status":"open","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","footnotes":""},"project_category":[162,129],"project_tag":[116,59,117,118,119,120,121,122,56,123],"class_list":["post-3334","project","type-project","status-publish","has-post-thumbnail","hentry","project_category-itsm","project_category-strategy","project_tag-business-integration-2","project_tag-itsm","project_tag-itsm-governance-2","project_tag-itsm-roadmap-2","project_tag-maturity-level-2","project_tag-operational-model-definition-2","project_tag-operationalization-2","project_tag-project-planning-2","project_tag-servicenow","project_tag-workflow-2"],"_links":{"self":[{"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/project\/3334","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/project"}],"about":[{"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/types\/project"}],"author":[{"embeddable":true,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/comments?post=3334"}],"version-history":[{"count":5,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/project\/3334\/revisions"}],"predecessor-version":[{"id":3951,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/project\/3334\/revisions\/3951"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/media\/4093"}],"wp:attachment":[{"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/media?parent=3334"}],"wp:term":[{"taxonomy":"project_category","embeddable":true,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/project_category?post=3334"},{"taxonomy":"project_tag","embeddable":true,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/project_tag?post=3334"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}