A Cloudsoft case study.
Belonging to a diverse and extremely competitive industry, FMCG companies must always be on the lookout for ways to improve efficiency and reduce costs from a digital perspective.
Leveraging technologies like cloud computing can help them accelerate their digital transformation and overcome challenges such as high competition, ever-increasing customer expectations, process consolidation, increasing regulations, and more.
The customer
The customer is a global FMCG organization, operating on almost every continent with tens of thousands of outlets, and has served tens of millions of customers worldwide.
After choosing AWS as its cloud provider, the FCMG organization was now challenged to integrate AWS services with ServiceNow, to unlock the potential of the service value chain.
They wanted to build on the AWS Service Management Connector for ServiceNow, with contextualised integration in order to make AWS services available with self-service guardrails via their ServiceNow service catalogue.
Engaging Cloudsoft
The FMCG customer needed specialized engineering from a team that combine deep knowledge of AWS services, world-class engineering skills and who could work successfully in partnership with their managed service partner and AWS.
Cloudsoft, an AWS Launch Partner for the AWS Service Management Connector for ServiceNow, had assisted AWS with the installation and code development to ensure that organizations could integrate AWS and ServiceNow. Cloudsoft knowledge and hands-on expertise with the connector surpassed anyone else's in the world and our Acceleration Automation Engineer team was ideally placed to help the FMCG orgnisation unlock the value of bringing these critical technologies together.
Thanks to this unrivalled experience, the Adoptin Acceleration Engineer team was engaged. The project had a tight timeline, so this experience proved to be critical to accelerating this integration
The Solution
Once engaged, the Adoption Acceleration Team quickly advised what was standard in the connector, whilst defining the development requirements to meet the project objectives. The goal was for users to self-serve AWS cloud services through their ServiceNow service catalogue interface so Incident Management, Requested Item, Change Requests and tasks worked without friction
The Engineer team built enhanced workflows, defined business rules, scheduled jobs and more ensuring bi-directional integration with AWS services including AWS App Registry, AWS Systems Manager, AWS Config, AWS Security Hub and more.
The Results
The project, despite being complex, was delivered on time and within budget, accelerating time-to-value of the integration. This integration;
- Removed friction from the end-to-end service value chain, facilitating value realisation through the creation and management of AWS services via service management.
- AWS Provisioning was now simplified and expedited via ServiceNow.
- Delivered self-service to users, with requisite ServiceNow guardrails
"The experience and technical depth of the team really helped us to get through this successfully. Even with a very customised environment of ServiceNow, the team was able to pick things up pretty quickly and deliver the solution on time."
AWS Product Manager
Cloudsoft Adoption Acceleration engineers designed and built the AWS Service Management Connectors for ServiceNow and Atlassian Jira alongside AWS, giving them a unique insight and skill with these critical ITSM tools.
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