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Automize reaches new customers and enhances service delivery using ServiceNow

Automize eyes global expansion through diversification of its service offerings

Automize is a fast-growing Danish IT company, founded in 2015 with a mission to create value for businesses through digital transformation.

First established as an IT consultancy, the company specialises in digitisation, optimisation, and automation of business processes. But today, Automize is on a journey to diversify its services, with a particular focus on building out its Managed Service Provider (MSP) and software vendor practices.

Flemming Rohde, COO at Automize, explains: “Until recently our focus has been on IT consultancy, but we have made significant changes in how our business is structured and the services we provide to enable us to pursue global expansion.”

“Our objective is to ensure around half of our business comes from managed services and software,” Flemming continues. “The introduction of ServiceNow has been critical in enabling Automize to evolve its business model and deliver on our new market strategy.”

With ServiceNow, Automize enhances project management and improves productivity and service delivery

While optimisation of services and digitisation is part of Automize’s core business proposition, its own processes were suffering from a lack of digitised workflows and poor visibility of project planning, capacity, and progress.

“We pride ourselves on working with businesses to help them digitally transform, yet within Automize our own timesheets, team collaboration, and sales were managed by a multitude of systems. Teams were confused and frustrated, and often had to perform unnecessary manual steps,” says Flemming.

Poor transparency of projects and progress internally did not just have an adverse impact on the employee experience, but also on the provision of services to clients who experienced longer delivery times than planned.

“Standardising all data and project management onto the Now Platform® enables us to track planned and unplanned work in one place,” comments Flemming. “Having a single data source means we can clearly visualise and prioritise tasks, which has dramatically improved our decision-making process,” continues Flemming.

“With agile project management, testing, and collaboration tools, both our productivity and service delivery have markedly evolved.”

Automize delivers next-generation employee onboarding with an end-to-end workflow powered by ServiceNow

Automize has introduced numerous digital workflows to streamline, standardise, and automate processes. Overall, the number of different tasks the company has digitised with the Now Platform has increased from 17 to 60 in just two years. This number will increase significantly in the future.

One new process that has proved to be incredibly effective is employee onboarding. In the past, the process was fragmented and managed by different systems, but using ServiceNow onboarding is seamless and pain-free for the organisation and the new recruit.

“With the creation of an end-to-end workflow, encompassing all aspects of onboarding, including requesting new equipment, arranging a key, or creating a new user, onboarding is managed as a seamless process, delivering a next-generation employee experience,” explains Flemming.

Being an IT service company, Automize is also able to replicate internal processes, and replicate workflows and processes for its customers. “We are now in a position to use the same central platform to power a consumer-style service that not only benefits our employees, but that can be offered to our customers to improve their processes,” adds Flemming.

ServiceNow powers Automize’s growth as an MSP

The flexibility and capabilities of the Now Platform are key enablers of Automize’s growth as an MSP. By turning business processes into digital workflows, the company can deliver faster, smarter experiences to customers of all sizes.

Within Automize’s framework for customers, which includes tasks such as provisioning and decommissioning of PCs and servers, the number of automated tasks has risen notably, historically with a year-over-year growth of 4x.

“The provisioning of servers and requesting of new employee onboarding was previously a time-consuming process, but this now only takes 10 seconds to be completed via a self-service portal, powered by ServiceNow. Our customers have been surprised and delighted about how easy and effective we have made it to carry out critical tasks,” comments Flemming.

Because ServiceNow provides complete and real-time visibility of all data and KPIs using dashboards, Automize can also identify the root cause of issues and restore customers’ services faster, as well as proactively prevent future disruptions.

Automize expands its customer base via the ServiceNow Store

In addition to driving efficiencies into its internal processes, working with ServiceNow has also enabled Automize to expand into the software vendor space by developing enterprise applications that are certified by the ServiceNow® Store—a marketplace for both free and paid applications developed on the Now Platform.

“By tapping into the ServiceNow Store we can continue to grow the application development side of our business to meet demand from our existing customers and also tap into new markets,” says Flemming. “The Now Platform provides an excellent channel for gathering constructive feedback from the developer community, which can further improve our skills as well as the quality of our applications.”

One example is a new Service Portal widget, which Automize customers were asking the company to provide. Following only a few weeks of development on the Now Platform, the new application was certified and published on the ServiceNow Store.

The widget captures exact user location, enables ratings from one to five, accepts screenshots and further comments, and gains first-hand insights and recommendations from users. The application is already being used by 150 customers globally, including universities and financial services organisations.

Automize looks to ServiceNow to seize future opportunities with AI and machine learning

A ServiceNow technology partner, Automize has implemented ServiceNow as a strategic platform for the future and a foundation for business growth on a global level.

The business is keen to expand the partnership beyond close collaboration and the ServiceNow Store to introduce new AI and machine learning capabilities that have become available on the platform.

“ServiceNow offers endless opportunities for Automize. The evolving machine learning and AI-powered capabilities of the powerful platform will be central to providing consistent and high-quality services to our customers in the future,” concludes Flemming.

Challenge

Evolve its business model and deliver on new market strategy with standardised data and project management processes delivered faster and more
efficiently

Products

• ServiceNow® IT Service Management
• ServiceNow® Project Portfolio Management

Solution

The Now Platform® powers the digitisation of processes using end-to-end workflows to drive next-generation customer and employee experiences supporting global expansion and new business opportunities.

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Flemming Rohde, COO, Automize

”Having a single data source means we can clearly visualise and prioritise tasks, which has dramatically improved our decision-making process.”

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Varde Kommune har høstet de lavt hængende servere

Reel rådgivning, økonomisk overblik og videreuddannelse af medarbejdere. Alt det fik Varde Kommune ud af at gå i skyen sammen med Automize.

”Vi havde gennem nogen tid ønsket at udforske, hvad det vil sige at sætte en server i skyen, og hvad det ville koste i forhold til at drive den i eget datacenter,” indleder Tommy Engholm Jensen, Teamleder for IT-Infrastruktur & SkoleIT i Varde Kommune.

Rådgivning på forståeligt dansk

”Jeg spørger ud i mit netværk og får anbefalet Automize – som dagen efter stiller med to mand. På mødet med Automize oplever vi noget helt nyt – nemlig at der sidder to konsulenter og snakker rent dansk til os, så vi kan forstå, hvad det hele går ud på. Det har vi aldrig oplevet før, og det var en total positiv oplevelse,” fortæller Tommy.

”Automize satte skub i vores overvejelser om at gøre alvor af at gå i skyen. De præsenterede os for gevinster, der både driftsmæssigt og økonomisk var til at få øje på. ”

Tæt samarbejde med hands-on oplæring af egne teknikere

Varde Kommune stod overfor en større investering i sit datacenter inden for nær fremtid, så Tommy og Automize besluttede hurtigt, at de skulle i skyen. I løbet af et par måneder blev løsningen designet i Azure, og migrationsmotoren sat op, fortæller Tommy.

”Opstartsforløbet foregik i en kontrolleret workshopform i tæt samarbejde mellem et par folk fra Automize og vores egne teknikere. Det gik rigtigt godt. Vores folk fik hands-on oplæring og viden om opsætning og valg af servere – de første smagsprøver på Azure-miljøet.”

Prisen på de første 20 servere blæste mig bagover

”Vi startede med at flytte nogle af vores mindre belastede servere for at lette vores datacenter, og ingen brugere bemærkede det, ” fortæller Tommy.

Han tilføjer: ”Da jeg så så prisen, blev jeg blæst bagover: 300 kr. pr. server pr. måned! Til den pris giver det giver jo slet ingen mening at have de små servere i eget datacenter og bøvle med backup, servicering og så videre.”

Så tog vi flere servere… og sparede flere penge

”Så flyttede vi flere servere i skyen. Helt fra projektstart havde vi sammen med Automize grupperet vores fagsystemer og tilhørende servere i tre grupper: de ukomplicerede, dem med udfordringer, og de meget udfordrende,” siger Tommy og uddyber: ”Høj kompleksitet beholder vi i eget datacenter. Lige nu er vi blevet mere modige med at flytte medium-komplekse servere i skyen, fx har vi flyttet vores service desk.”

I dag er omkring 50 af de oprindeligt 180 servere hos Varde Kommune flyttet over på Azure. Og det er der god forretning i, fastslår Tommy.

”Ser jeg på min gennemsnitspris beregnet ud fra en server med licens, backup og storage, kostede den mig tidligere 8162 kr. om året. I Azure er den tilsvarende pris 7032 kr. pr. år eller rundt regnet en besparelse på 1100 kr. pr. server. Og det er vel at mærke kun den rå serverpris, uden overhead.”

Økonomisk overblik hos forvaltningerne

Udover en lav pris byder Azure også på helt nye muligheder for at opnå økonomisk overblik, der er til at budgettere med.

”Sammen med Automize har vi udviklet en helt ny business model til forvaltningerne. Tidligere var det svært at sige, hvad det ville koste at koble et nyt fagsystem på. I Azure kan man budgettere med en fast pris, når man sætter et nyt projekt i gang,” siger Tommy.

Søg eksperter der kan give reel rådgivning

Det er Tommys erfaring, at mange, danske kommuner overvejer at gå i skyen. Uanset hvor langt de er i overvejelserne, opfordrer han til at inddrage eksperthjælp for at komme ordentligt i gang.

”Kommunerne har ikke interne ressourcer i afdelingerne til at vide, hvad Azure er for en størrelse. Det kræver eksperthjælp udefra – og her kan jeg kun anbefale, at man tager fat i Automize. Her får man ikke bare en masse salgssnak og informationer, men reel rådgivning,” fastslår Tommy.

Inddrag medarbejderne – det skaber ejerskab og tryghed

En anden opfordring fra Tommy er, at man skal vælge en rådgiver, som er indstillet på at kompetenceudvikle medarbejderne.

”Jo mere den enkelte medarbejder bliver inddraget, jo større ejerskab og mening giver det. Automize har uddannet mine folk undervejs i forløbet, så de er selvkørende i daglig drift, fx med opdateringer, op- og nedlukning af servere og opdatering af patches til fagsystemer. Med nye kompetencer på Azure har mine folk fået større jobsikkerhed – både i deres nuværende job og helt generelt.”

 

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Tommy Engholm Jensen, Teamleder for IT-Infrastruktur & SkoleIT i Varde Kommune

”Når man sidder i en kommunal forvaltning, skal man virkelig kende sine fagsystemer for at kunne vurdere, hvornår det giver mening for brugerne, at vi flytter ud i skyen. Vi har prioriteret fagsystemer med en lav eller medium kompleksitet, da vi foretog en massiv flytning mod Azure, så vi sikrede en god brugeroplevelse.”

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Tommy Engholm Jensen, Teamleder for IT-Infrastruktur & SkoleIT i Varde Kommune

”Vi blev mødt af en tekniker fra Automize, som lyttede til vores ønsker ledelsesmæssigt, omsatte dem til noget der kunne bruges konkret, forklarede hvordan det hele skulle sættes op, og redegjorde for hvilke besparelser, vi ville få ud af det. Dét er rådgivning – at få hjælp til at vælge den vej, der er den rigtige og mest hensigtsmæssige for lige præcis os!”

Følg os

Du kan altid følge os på de sociale medier, hvor vi løbende opdaterer med nyheder og events.

Vil du vide mere?

Er du interesseret i at høre mere, er du meget velkommen til at kontakte os på mail eller telefon. Du kan også bruge vores kontaktformular

 

+45 7171 5353
info@automize.dk