Heineken to introduce ITOM as a functional capability within their global service model

30 July 2020

Heineken are a global brand selling products in 192 countries and with a worldwide workforce of 85,000 people. In the UK there are several sites which include offices, prodution and pubs with over 2500 employees.

Current challenges

The real goal is to get on the front foot and rather than react to problems, proactively avoid them. – “The worst scenario is hearing about an issue from a customer or stakeholder.”

Process to date

Heineken have a policy of ‘Bringing the outside in’ and learning as much as possible from other people with similar challenges. With this in mind Thomas attended the NOWBOX conference in January and was particularly inspired by the ITOM presentations from Virgin Money and the Thames Water story as presented by Phil Taphouse from ITOM Solution.

Highlights

We then went on to attend an ITOM Workshop with Phil and brought along representatives from various parts of the business to get wide ranging exposure, opinions, ideas and ultimately buy in.

The art of the ITOM possible with both Virgin Money and Thames Water really resonated with me The whole team left the workshop buzzing with ideas We are now introducing ITOM as a functional capability within our global service model. Thomas Black IT Service Process Specialist

Actions

Heineken created a POC based on click share devices that were heavily used in multiple meeting rooms all over the UK. These were to be monitored via Solarwinds to give a centralised dashboard view in ServiceNow® with tickets automatically created and assigned with associated event logs. This is being created on a test instance with a mid server.

Status

Whilst Covid has obviously changed the need for meeting rooms the principle of using ITOM to move from reactive to proactive is still very exciting and Heineken are already looking at multiple business case opportunities beyond the initial proof of concept.

More insights

26 October 2020

Utility Week Live Online | 24-26 November 2020

We will be referencing industry stories with MD Phil Taphouse presenting a case study detailing how a large Water company transformed their IT Operations. The outcome was an estimated £6 million in annual savings, major increases in efficiency and significant reduction in MTTR...

Read more...
29 July 2020

Thames Water takes control with a full IT and operations command centre with ServiceNow

In a radical move, Thames Water flipped its IT and operations model on its head. From allowing multiple suppliers to manage and report on every aspect of IT support and operations on its behalf, Thames Water took control of its IT operations and support. By bringing in the Now Platform for a service integration and management (SIAM) model, Thames Water is now defining how its suppliers work, managing performance, and tracking key business metrics....

Read more...
28 July 2020

Understanding your Business Services and why you should bother

In days gone by IT didn’t know or care about for that matter, what the business did while they were locked away in their department (usually in the basement). They focused on providing ‘IT things’ to the business such as applications or hardware; however, in the modern day world, this simply won’t work....

Read more...
27 July 2020

What is ITOM and AIOps?

IT Operations Management (ITOM) and Artificial Intelligence for IT Operations (AIOps) (sometimes called ITOA) are often used interchangeably and whilst they are similar, there is a difference. ITOM is what makes AIOps possible. Its components, platforms & functionalities are what brings together the vision and capability of AIOps....

Read more...
episodes

ITOM Solution Podcast

Engaging content, guest speakers - check out the ITOM Solution Podcast!

LondonDelaware
ITOM Solution
Vintage House
37 Albert Embankment
London
SE1 7TL
+44 20 8144 3834
LondonDelaware
ITOM Solution
2803 Philadelphia Pike Claymont
Delaware
19703
USA
+44 20 8144 3834