Case Study: Birmingham City Council

Birmingham City Council (BCC) faced budget challenges being simultaneously tasked with delivering more services with fewer resources. The BCC Service Desk was identified as a significant cost centre, and the council embarked on a project to source a more cost-effective alternative.

TekWurx delivered a complex, business critical migration from ServiceNow to EasyVista Service Manager, within a 120-day license renewal window.

A business critical situation

TekWurx Delivered

TekWurx delivered this complex migration from ServiceNow to EasyVista Service Manager within a 120-day license renewal window. TekWurx executed a two stage process, delivering the core ITSM services to support end users in phase one, before ensuring to deliver the remaining processes in phase two.

Migrated over 1,000 ServiceNow ticket templates
Imported an asset data snapshot containing 80,000 assets
Developed 60 Business Rules
Developed 16 Workflows
Integrated with InTune, Active Directory, SNOW and O365
Built two self-service portals.
Configured the Starters, Movers, and Leavers processes.
Supported over 100 resolver groups

BCC performed extensive testing across over 1,300 test scripts, revealing no significant issues.

How it happened

TekWurx used a collaborative approach to implement EasyVista Service Manager and to migrate the existing ServiceNow workflows and processes. In collaboration with the team at BCC, the implementation was delivered in two phases:

Phase One

Deliver a Minimum Viable Product (MVP) to allow the council to retire the existing system, and not incur additional subscription costs

Phase Two

Complete the remaining processes.

TekWurx Insight

As with the implementation of any ITSM tool, many complex requirements are simply not available 'out of the box'.

In the interest of speed, we developed solutions that kept as close to the OOTB configuration as possible and avoided over-customisation.

When all portal-related defects were set to “high” priority. This made it difficult to identify real issues among minor fixes, we worked with the BCC testing team to redefine the priorities based on the essential user journeys.

At the end of the project,Easy Vista Service Manager was deployed across the council and is now used by approximately 600 departments.

Customer Feedback

"Already, those who have seen the product are complimentary about it. I could not recommend TekWurx highly enough as an implementation partner; no task was too small or too big for them, and my team has very high standards."

I have never felt so comfortable about going live with a new technology platform in my career.

BCC is the biggest local authority in the UK. It is only a matter of time before others find out and start asking questions about the product and how we did it. I will be giving them a very high recommendation.

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