Biffa transforms IT service delivery with ServiceNow

Biffa is the U.K.’s leading nationwide integrated waste management business that provides waste collection, treatment, recycling and recovery services.

The company’s IT team needed to extract reliable and accurate data in a timely manner in order to analyse departmental performance and report findings back to key stakeholders. In addition, Biffa wanted to provide self-service for employees.

Working with Focus Group Europe, a ServiceNow partner, Biffa quickly completed the integration and deployment of the ServiceNow IT Service Automation Application Suite. Biffa is now successfully using ServiceNow to automate and manage critical IT processes and identify potential incidents early before they escalate. The company has also enabled self-service for its employees and automated request management, which dramatically improves efficiency within IT.

“We value the Amazon.com-type look and feel of ServiceNow because it makes it easy for our employees to use and streamlines the way IT manages requests,” said Ed Boon, IT service delivery manager, Biffa. “In addition, we now have the ability to track faults and drill down for root cause analysis allowing the IT staff to more quickly respond to incidents as they occur. As a result, we have enhanced the reputation of the IT department as a business leading service.”

Biffa’s future plans include extending its use of ServiceNow to automate processes across the enterprise including vendor management.
Automation and self-service helps customers improve productivity and deliver efficiencies across the enterprise,” said Beth White, chief marketing officer, ServiceNow. “As the enterprise IT cloud company, ServiceNow is leading the market in enabling businesses to transform their service delivery.”