CASE STUDY
Driving Automotive Service Management with ServiceNow: A Global OEM Supplier's Digital Transformation Journey
iLink Digital successfully implemented a comprehensive ServiceNow solution for a leading global automotive supplier, replacing their outdated and fragmented in-house system. We helped the client consolidate workflows across departments into a unified ServiceNow platform, automating key tasks and providing real-time analytics. This resulted in improved operational efficiency, enhanced cross-functional collaboration, and streamlined asset management.
Industry
Automobile
Company size
30K employees
Headquarters
Atlanta, GA
About Client
Our client is an industry-leading global supplier to Automotive OEMs for infotainment systems and advanced connected car solutions. It is a subcontractor to most major auto manufacturers, including Ford, GM, Chrysler, Daimler, Fiat, Tesla, Honda, Toyota, and Nissan. Beyond technology and engineering innovation across diverse industries, they are focused on delivering exceptional consumer experiences.
Tech Stack: ServiceNow
Departments Impacted: HR, Finance & Operations
Challenges
- ● Inefficient IT Operations: The existing in-house system lacked flexibility and did not natively support ITSM processes, leading to difficulties in tracking and resolving incidents, managing changes, and optimizing service levels.
- ● Fragmented Workflows: Each department's reliance on custom apps and solutions created siloed processes and hindered cross-enterprise collaboration.
- ● Limited Asset Visibility: The lack of a centralized asset management system made it challenging to track and manage hardware, software, and licenses effectively.
Solutions
- ● Building a Customized ServiceNow Platform: Tailored to the client's specific needs, incorporating Service Portal, Service Catalog, Incident Management, Change Management, Workplace Service Delivery, Portfolio Project Management and Asset Management modules. Reduced reliance on custom solutions by building tailored apps within the ServiceNow platform.
- ● Automated Processes and Service Optimization: Enabled robust SLOs, SLAs, and automated key processes like onboarding/offboarding by integrating with Active Directory and license management by implementing SAM Pro and monitoring and improving MTTR with dashboards.
- ● Asset Management and Workflows: Centralized hardware asset management through SCCM integration and developed seamless workflows across operations, HR, legal, and finance departments.
- ● Enabling Continuous Improvement: iLink Digital provides ongoing support for maintenance, ticket resolution, custom workflow creation, user administration, and implementation of business logic.
Business Impact
Streamlined Processes
Enhanced Visibility of resources
Improved Service Levels
