One-tool ITSM solution implemented for global B2B company
Teijin Aramid is a B2B company that is an international player in producing high-end, super strong, and super light fibres used in, for example, the aircraft industry, Formula 1, and bulletproof vests.
Pink Elephant EMEA was deployed to futureproof Teijin Aramid’s IT Service Management by implementing its chosen software: Freshservice by Freshworks.
Joost van den Reek, responsible for the internationally operating IT department as PPM & SMO Manager, said:
“Due to the digital transformation, you see ever-increasing automation, which is also becoming more and more data-driven – this succeeds or fails depending on how your IT is managed.”
Teijin Aramid needed a one-tool application that could offer more than ITSM and ITIL – it also needed to supply services such project management, alert management, SaaS management, and contract management.
Joost said:
“We wanted to be able to manage and monitor the IT organisation with one tool – not a combination of best-of-breeds.”
Pink Elephant contacted its partner Freshworks to implement the new ITSM solution.
Misha Macinski, Head of Consultancy & Portfolio at Pink Elephant, said:
“Freshservice was definitely the best match for Teijin Aramid, especially because of the usability and speed, the ease of implementation, and Joost’s pragmatic approach.”
Over the course of three months, Pink Elephant worked closely with Teijin Aramid on the following implementation deliverables:
Process workshops, redesign of ITSM processes that were implemented into Freshservice for various departments (IT, HR, Facility), and online training courses to facilitate user adoption.
Starting with the Most Valuable Product (MVP) and using an Agile approach – with a sprint structure and governance – enabled us to deliver the business expectations below.
Misha said:
“It is important to make a trade-off during implementation between the toolset itself on the one hand, and the translation back to the adjustment of the process on the other.”
He added:
“We have been implementing Service Management solutions for more than 10 years, so we know very well which best practices you should follow and what you can do better. Both on a human and process level and from a tooling point of view, our goal is to be leading in an implementation and not just be technically executive.”
“We have partly automated the workflows: based on dynamic fields, the ticket follows a different route. With standardisation and automation, you achieve high customer satisfaction because of the fast pace, and at the same time it keeps costs low.”
With the Asset Management function implemented by Pink Elephant, Teijin tracks all laptops, monitors, and phones but also the IT hardware on the infrastructure side. The existing monitoring within the infrastructure landscape will be integrated with Freshservice. So, as soon as an alert comes from that monitoring tool, a ticket is automatically created with a high priority.
Pink Elephant’s best practices has enabled the successful implementation of Freshservice.
For example, in Change Management, Pink interviewed, challenged, and coached stakeholders to ensure adoption (People); facilitated functional design workshops and translated the output into specific Teijin process flows (Process); and integrated technical parts accordingly into the tool, based on the functional output (Technology).
Project Manager Tim van Tol said:
“Within the current market, tooling partners’ perspectives often lie with technical functionalities only. With Pink’s philosophy, we strongly advocate for an integrated people, process, technology approach for long-term success.”
The new solution has transformed the efficiency within Teijin Aramid’s ITSM.
“The lead time and the resolution time of incidents and changes has certainly been shortened – we do more in less time.”
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