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

29 July 2020

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.

With 900 locations and 263 million kilometres of piping to manage and support, maintaining “business as usual” for Thames Water is no small undertaking. Having full visibility into every aspect of Thames Water’s IT infrastructure is crucial.

The master dashboard on the Now Platform gives Thames Water oversight of every application, incident, project, and machine, all in one place. This includes a vast and varied portfolio of 650 business applications that are essential to maintaining employee and customer satisfaction.

ServiceNow has changed everything to give us a full command centre for IT operations and support. The platform has given us ownership of all our tools, data, governance, and processes. Thames Water

These applications include: an app stack for mobile and scheduling that runs over 250 servers and 60 databases; the Sample Manager tool for measuring water quality; and OEM, the Thames Water online account management platform where customers can check bills and water usage online.

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