<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=314913&amp;fmt=gif">

Enhancing Operational Efficiency in Manufacturing: A ServiceNow OT Use Case

Ellery Blasch
January 17, 2024

In global manufacturing, operational efficiency isn't just a goal.  It's a necessity.

Recently, a leading manufacturer with a worldwide presence faced significant challenges in maintaining consistency and reducing downtime across its multiple operational plants. 

Our client, a major player in the manufacturing sector, operates globally with numerous plants. They recognized an urgent need to enhance operational efficiency, minimize the mean time to repair (MTTR) and boost the employee experience at every organizational level. A critical step in achieving these goals was extending their enterprise-level knowledge management systems to the plant floor, ensuring easy access to crucial information, standardizing processes, and sharpening operational focus.

Before partnering with us, the Company faced several hurdles:

  • Inconsistent Knowledge Access: Variability in accessing information across plants led to inefficiencies and non-standardized processes.
  • Increased MTTR: The absence of a centralized knowledge base resulted in operational and maintenance delays.
  • Disparate Systems: A lack of integration with essential platforms like SAP and Human-Machine Interface (HMI) systems created data silos and coordination challenges.
  • SOP Inefficiencies: Updating and distributing Standard Operating Procedures (SOPs) could have been more convenient, impacting operational precision and responsiveness.

Download the full use case →

Collaborating closely with ITS Partners, the Company embarked on deploying ServiceNow's Knowledge Base, integrating site OT Assets from SAP into ServiceNow's extended CMDB tables, and leveraging Service Management workflows. This strategic approach aimed to centralize knowledge management and link it closely with the Company's operational assets.

Key Solution Elements:

  1. Centralized Knowledge Management: Expanding the Knowledge Base to include operational assets, SOPs, and best practices tailored to the plant level, ensuring uniform access to essential data for all employees.
  2. Customizable Workflows: Leveraging ServiceNow's OT capabilities to create standardized, plant-wide workflows, enhancing consistency and reducing errors.
  3. Robust Integration: Seamlessly integrating with SAP for enhanced data exchange and real-time updates.
  4. Future Proofing: Laying the groundwork for future HMI system integration, ensuring long-term relevance and adaptability.

The implementation led to several significant benefits:

  • Improved Employee Experience: Quicker access to vital information boosted job satisfaction and productivity.
  • Reduction in MTTR: A centralized knowledge base significantly reduced downtime.
  • Increased Quality and Efficiency: Standardized workflows ensured consistency in operations, enhancing output quality and efficiency.
  • Streamlined Operations: SAP integration streamlined operations and enabled agile responses to changing conditions.
  • Enhanced Operational Focus: Aligning the knowledge base with operational needs improved the Company's response to plant-level challenges.

Adopting ServiceNow's OT Service Management capabilities has brought about a revolutionary change in the Company's operational efficiency and knowledge management approach. It will streamline their processes and enhance their decision-making capabilities, significantly improving efficiency, quality, and the employee experience. By integrating enterprise and plant-level operations, they have established a robust foundation for future technological advancements and ongoing enhancement of its operational framework, guiding it towards achieving operational excellence.

Access the complete PDF of the use case now →

Subscribe by Email