Lightsource bp enhance end-user experience and strengthen business model

The Client

Lightsource bp is a global leader in the development and management of solar energy projects. They provide sustainable and affordable energy to businesses and communities and have been in operation since 2010. The company’s primary focus is to meet the rising demand for energy through smart, responsible and sustainable measures, reimagining energy and enacting real change on the global energy landscape.
To find out more about Lightsource bp, visit their website here.

The Challenge

Lightsource bp’s previous solution was implemented when the company was much smaller, and only facilitated basic incidents and requests. As a result, gaining valuable management information through accurate analysis, or categorisation of tickets logged and processed, was proving to be difficult.

On top of this, system navigation (both frontend and backend) was challenging, leading to a less-than ideal user experience both for the customer and the agent. Overall, there was tangible room for improvement within the organisation, and this needed to be addressed.

The Solution

Having already acknowledged the need for a change, Lightsource bp decided that ServiceNow was the platform of choice to help them improve their end-users’ experience. Their joint venture with bp (an existing ServiceNow customer) meant they could lean on this partnership to get the most value possible out of the new investment.

Inetum UK&I were positioned by Gartner as the ideal ServiceNow partner for this project, given our reputation for accelerated implementations (catering to faster time to value from the initial client investment). Inetum UK&I build partnerships with clients that are focused on the long-term vision of the platform rather than just the original implementation; this allows for ServiceNow to become an integral part of the business.

For phase 1, Inetum UK&I implemented ServiceNow ITSM for the customer including Incident, Problem and Change Management, Service Catalogue and Request Management. Additionally, capabilities including Service Level Reporting, an intuitive and streamlined end user portal and an Azure AD integration were implemented.

The Benefits

Lightsource bp’s team are now working with a far superior user experience. The new portal with its extended functionality is proving invaluable to the customer, working at a much more user-friendly level.

The team are now able to share the current status of services that may be disrupted due to an upgrade or other planned outage; this helps to reduce the volume of calls and incidents, and has allowed for quicker and more accurate decisions to be made.

In addition, service desk related company-wide communication has drastically improved. The new single workflow has enabled much better fulfilment of requests and scalability, meaning they can now make use of the data driven flows in order to achieve a more streamlined fulfilment process. The foundations of CSDM have been introduced with basic services and components, giving them a structure with which to build their services and better understand what is driving their business.

“Everyone in the team has only good things to say about our new ServiceNow implementation. We have teams across the business wanting to onboard too, so the ultimate goal is to have the entire organisation getting value from the platform.”

Christine Burridge
Head of Programme Management - IT and Digital Transformation at Lightsource bp

The Future

Lightsource bp have fantastic expansion plans and are growing at a rapid pace. While their ServiceNow investment is still in its initial stages, it has allowed them to support that growth much more efficiently, making it an essential supporting catalyst for business expansion.

The organisation has already identified that ServiceNow is a continual service improvement platform, and have highlighted a number of new features and enhancements they would like to see as part of the future ITSM roadmap. This includes looking at extra services that Inetum UK&I offer outside of our traditional professional delivery services.

The end goal for Lightsource bp is to extend the use of ServiceNow across the entire organisation, so that all processes are unified and maximum transformation potential is unlocked.

For more information on how Inetum UK&I could help your business, please get in touch with one of the team.