Case Study: TransAlta achieves proactive service visibility and streamlined IT service management with ServiceNow

TransAlta Powers IT Service Management and IT Operations with ServiceNow

TransAlta, Canada’s largest publicly traded power generator with about 2,300 employees and operations in multiple countries, was held back by a difficult legacy ticketing tool and inconsistent processes. End users routinely bypassed the system, there was no effective self-service or accurate CMDB, and IT lacked the visibility and metrics needed to scale support and manage problems.

In seven months TransAlta deployed ServiceNow modules and ServiceWatch to standardize ITIL workflows, map and monitor business services, and introduce consumerized self-service. The result: streamlined global processes, measurable incident and workload data (even as reported incidents rose, staffing needs fell), proactive service-health alerts, improved change risk assessment, clearer cost/benefit conversations for the business, faster cloud planning, and a stronger IT partnership with the organization.

TransAlta

Jamie Duncalf

IT Operations Manager