Biffa uses software-as-a-service for self-service and automation

Waste management firm Biffa deploys IT service management software-as-a-service (SaaS) to increase user self-service and automation

Waste management company Biffa is using IT service management software-as-a-service to increase user self-service and automate some processes.

Biffa chose software from ServiceNow because the Amazon-like user interface streamlines processes, said Ed Boon, IT service delivery manager at Biffa.

The cloud-based software also gives the IT department access to accurate data to help it understand IT service performance.

Biffa also wanted to increase self-service through the software.

“We value the Amazon.com-type look and feel of ServiceNow because it makes it easy for our employees to use and streamlines the way IT manages requests,” said Boon.

“We now have the ability to track faults and drill down for root cause analysis, allowing the IT staff to more quickly respond to incidents as they occur.”

ServiceNow is a cloud-based service that automates IT support. 

ServiceNow customers pay an annual subscription per user. It boasts large corporate customers including Centrica, Citi Bank, Harrods, Brit Insurance, the New York Stock Exchange, UBS, American Express and BNP Parabas.

Biffa is planning to use the software to go further, including automating processes across the business such as supplier management. ServiceNow also has workflow platform built into the system for activities outside IT support.

 

 

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