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Orica Drives IT Operational Excellence With ServiceNow

Orica and ServiceNow® (NYSE: NOW), the enterprise IT cloud company, today announced that Orica received the ITSM Project of the Year Award from IT Service Management Forum (itSMF) Australia for its use of ServiceNow software-as-a-service to drive a large transformational effort to improve IT performance and globalize operational excellence.

Orica’s workforce comprises 15,000 staff operating in more than 50 countries. It is the largest provider of commercial explosives and blasting systems to the mining and infrastructure markets, and is the global leader in the provision of ground support in mining and tunneling. Orica also boasts a strong portfolio of manufacturing and distribution assets strategically located across Australia Pacific, Asia, EMEA, Latin America and North America.

Orica was honored for its innovative use of ServiceNow to standardize global IT processes and provide a consistent IT service experience for its users around the world. Key to the transformation was the ability to consolidate disparate, inconsistent IT processes and tools into a single system of record.

By moving to a global IT system, employee needs were no longer dependent on regional IT departments that could only provide support within local business hours. Now, with a new “follow-the-sun” service approach, IT support can be sourced from anywhere in the world. As a result of its standardized ITIL-based processes, the project produced enormous improvement in Orica’s ability to measure and report on IT service delivery against allocated KPIs.

“Throughout this project, we were able to deliver significant organizational change within Orica by adopting a new global way of working together. Although the project took a concerted effort from both IT and business leaders within our global organization, we could not have undertaken this alone,” said Hubert van Dalen, Global IT Infrastructure and Operations manager, Orica. Together with ServiceNow, and service partners Keystone and UXC Consulting, we have already benefited end-users through our ability to provide an increased level of support.”

“Organizations undergoing rapid growth often develop a siloed approach to IT,” said Jimmy Fitzgerald, vice president of Global Services and APJ Sales, ServiceNow. “ServiceNow helps enterprise IT transform the delivery of services by consolidating these disparate processes into a single system of record. We congratulate Orica for a successful IT service transformation and for winning the award. Orica’s use of ServiceNow demonstrates how IT can more effectively align with an organization’s business objectives to truly add value.”

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