Servicenow partner mondelez itsm and servicenow architecture success story
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Mondelēz International, a multinational giant, sets a benchmark in the food and beverage industry, owning renowned brands like Oreo, Cadbury, Toblerone, and more. With operations spanning over 150 countries, Mondelez has made a global mark as one of the largest snack food manufacturers.

 

BRIGHT was tasked with a mission to provide Mondelēz with significant recommendations for their ServiceNow architecture & ServiceNow ITSM processes. The objectives included leading the Technical Architecture Board (TAB) to align decisions, reviewing and challenging supplier design documents, and managing the ServiceNow platform’s technical organization. The objectives were:

  • Provide architecture recommendations: Our primary goal was to offer effective and strategic architectural insights that ensured an efficient and beneficial solution for Mondelez.
  • Chair the Technical Architecture Board (TAB): As a vital part of our responsibilities, we took charge of leading the weekly TAB meetings to facilitate insightful discussions, promote effective decision-making, and align the stakeholders on technical architecture matters.
  • Review design documents and challenge suppliers: We critically analyzed the design documents produced by suppliers to assess their alignment with the planned implementation of new features. This crucial step aimed to guarantee that the proposed designs adhered to the project’s standards and requirements.
  • Establish and manage the ServiceNow platform’s technical organization: Our team was responsible for managing and organizing the ServiceNow platform. This responsibility included making important decisions regarding user/group/data management, understanding the technological implications of data management, overseeing integrations, and implementing platform changes. The ultimate goal was to create and maintain an organized, efficient platform that catered to Mondelez’s specific needs.

 

We spearheaded the project, right from making crucial architectural decisions to reviewing design documents, from managing user/group/data to understanding and deciding platform changes. Our responsibilities expanded to challenging suppliers, making necessary integrations, and maintaining the platform. A ServiceNow Solution Architect from BRIGHT dived into an end-to-end service, including:

  • Gap Analysis: Our architect performed a detailed gap analysis to identify areas of improvement and opportunities for enhancement in the existing ServiceNow setup.
  • Technical Design: We took on the responsibility of the technical design for task development and made recommendations based on our findings during the gap analysis.
  • Management of the Technical Architecture Board (TAB): Our Solution Architect chaired the weekly TAB meetings, providing guidance and ensuring alignment of the architectural decisions.
  • Reviewing Design Documents: We scrutinized the design documents and constructively challenged the suppliers regarding their proposed implementation of new features.
  • Owning the ServiceNow Platform’s Technical Organization: This crucial responsibility included deciding the best approach for user/group/data management, understanding the technological implications of data management, choosing appropriate integrations, and approving platform changes.

 

BRIGHT, as a dedicated ServiceNow partner, has proven instrumental in supporting Mondelez’s various departments over the years. We successfully reviewed changes for the ITSM process, scrutinizing the technical design, testing evidence, and migration plan for more than 170 change requests. Furthermore, we audited the current Discovery process, suggesting significant improvements.

We offered invaluable insights on new and existing integrations, designed, and implemented Quality Assessments within ServiceNow, catering to the client’s needs for automated processes and enhanced reporting. Our collaboration with Mondelez’s Digital Workplace Tower was fruitful, and consequently, we were introduced to other representatives requiring ServiceNow support.

As a result of our efforts, we have transformed the technical organization of Mondelez’s ServiceNow platform, demonstrating our commitment as a reliable ServiceNow ITSM partner.

 

Our successful partnership with Mondelez International emphasizes our commitment to providing effective ServiceNow architecture solutions. As a recognized ServiceNow partner, BRIGHT is proud to have been a part of Mondelez’s journey towards a more efficient IT Service Management. We look forward to continued collaboration and success.

Our successful partnership with Mondelez International emphasizes our commitment to providing effective ServiceNow architecture solutions. As a recognized ServiceNow partner, BRIGHT is proud to have been a part of Mondelez’s journey towards a more efficient IT Service Management. We look forward to continued collaboration and success.

For a consultation on how we can transform your ServiceNow architecture and ITSM process, Contact Us Today.