Harrow Council

After over ten years of working with a single outsourced IT supplier, Harrow Council wanted to regain control of their internal IT systems; a big step after such a long engagement. Harrow had been planning the move to a SIAM model for some time and required a product that could handle their expected needs, with flexibility to handle other requirements in the future.

ServiceNow stood out by offering an industry leading ITSM capability with great ability to provide rich reporting and data insights. In addition, it had been deployed in various councils across the country running in-house and SIAM operating models already, and was proven to be able to support Harrow’s needs and vision well. The breadth of ServiceNow’s capabilities also provided options to support Project Management, Asset Management and other services that were under review.

Unifii was selected as the implementation partner of choice as they brought a strong background in the delivery of IT service management and other capabilities using the ServiceNow platform and were successful in the rollout of this for various local government organisations. Unifii’s understanding of how SIAM needed to be approached and experience in delivering SIAM for public and private sector meant they would anticipate challenges and proactively call out areas for the collective project team to focus on together.

The solution has resulted in significantly better management in information being instantly available for everyone from the CIO down. Supplier performance is easily tracked and internal customers have started to adopt self service capabilities, resulting in a drop in calls to the Service Desk. The desire to embed SIAM into the working practises has been successfully achieved with a roadmap for future service improvements identified to gain even more value.

“The project has been a resounding success, it exceeded all of my expectations and everything I have heard has been completely positive!”

Catherine Little, Head of IT Operations

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