Stronger Connections, Smarter Processes - digital transformation at Norma Group
Discover the story of digital evolution based on ServiceNow
A digital transformation that strengthens operations and establishes significant competitive advantage
Norma Group is a global leader in the technology of integrated tools, for instance in the automotive industry. They have successfully completed a complex modernisation of IT systems, building scalable processes, a central services platform, and a new culture of managing operational efficiency.
Get inspired! Watch the success story video
CHALLENGE: FRAGMENTED ECOSYSTEM AND LACK OF MARKET VISIBILITY
Prior to starting the project, the IT Team at Norma Group operated in an environment grappled constrained by several barriers:
- lack of integration between CMDB and ITSM,
- multiple tools instead of one, coherent ecosystem,
- no self-service solutions available for users,
- limited visibility of the effects of malfunctions and system failures,
- lack of tools to evaluate the quality of services provided,
- working in a reactive manner, without the availability of proactive action.
“The project at Norma Gorup was not only a major technological shift, but crucially a breakthrough in IT operations management on a wider scale. Considering an ecosystem spanning across more than 1000 servers and approximately 100 business services, it was key to ensure efficiency, scalability, and full control over the infrastructure. Clear models of operations management had the goal of contributing to a more effective collaboration between IT and business teams, accelerating decision-making and responding to change.”
- Katarzyna Kalinowska, ServiceNow Practice Director, Deloitte
“Implementing ServiceNow in Norma Group enabled the centralisation of IT services management, integration of the configuration management database, as well as the automation of processes related to incidents and alterations. The Service Catalogue module and self-service solutions improved client service, while IT services management introduced proactive monitoring and prediction of malfunctions. This new platform improved the stability of the IT environment and created opportunities for further optimalisation of processes.”
- Marcin Starczyk, ServiceNow Practice Manager, Deloitte
SOLUTION: SERVICENOW AS THE FOUNDATION OF AND AGILE ORGANISATION
ServiceNow emerged as the key platform responsible for digitalization and integration of IT processes, enabling the:
- automatisation of addressing incidents and malfunctions,
- centralisation of services management,
- integration of configurational data in terms of CMDB,
- introduction of a self-service and servicing catalogue,
- proactive monitoring of the IT environment.
The new operational model covered over 1000 servers and 100 business services, ensuring scalability and transparency of the operations of global teams.
IMPLEMENTATION: TRANSFORMATION OF PROCESSES ON A LARGE SCALE
The collaboration between Norma Group teams and implementation partners led to:
- standardisation and streamlining of processes,
- improving the collaboration between IT and business,
- streamlining of decision-making due to clearer data visibility
- creating a unified model of providing IT services.
The project was not only a technological shift- it became the milestone in building operational maturity in a global structure.
RESULTS: TANGIBLE BENEFITS TO BUSINESS
The transformation translates into concrete numbers:
- 93% CSAT (+13 pp., compared to 80% prior)
- +15% improvement in FTR and SLA due to decreased reaction time
- –30% faults due to proactive monitoring
- increased operational stability of the IT environment
- building a basis for further automatisation and progress
"The implementation of this platform improved our IT operations, translating to real-world business benefits. Due to the improvement of processes, we increased user satisfaction (CSAT) from 80% to 93%, decreasing the reaction time to incidents improved FTR and SLA indicators by 15%, and the number of faults decreased by 30%. The IT transformation enabled operational stability and created solid foundations for future optimalisation of processes and growth of our company.”
- Veit Bultmann, Director IT Governance and Manufacturing Digitalization, NORMA Group
Look at this solution in practice:
