Kanton Zürich: Phased Implementation in Large Organization

Business

The canton of Zürich is a Swiss canton in the northeastern part of the country, it’s population of 1.5 Million making it the most populous. Over 25,000 people work for the cantonal organization. Due to the variety of tasks a public sector institution has to perform the institution has a wide range of  highly customized systems.

Challenge

The Kanton had an ambitious plan to centralize decentralized IT services from multiple departments into their Amt für Informatik (AFI). However, with the onboarding of IT personnel and the impending launch of ServiceNow ITSM to support 600 IT staff and 21,000 end-users, there was a clear need for effective demand and resource management. 

Meanwhile, the current Project Portfolio Management, predominantly Excel-based solutions, required significant manual input.

Solution

We came up with a solution close to standard specifications while still ensuring the desired processes and automations required by the client. The already existing ITSM infrastructure was effectively utilized to support these new processes. 

We fostered a close working relationship with the stakeholders, facilitating iterative feedback and agile adjustments, ensuring the solution aligned with evolving needs.

Benefit

With our solution in place, there's now a transparent, real-time overview of all demands, ensuring that no request goes unnoticed or unattended.

With about 40,000 incidents and 30,000 requests and changes annually, our Resource Management solution allows for precise resource allocation, optimizing response times, and enhancing IT service delivery.