Costumer Success Journey

B&O: Setting up for future success with ServiceNow

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Increased control and flexibility
by migrating from MSP to own platform.

Stronger technical foundation
for future development in the new setup.

Increased internal competencies
through training from Adeno Learning.

Migrating from MSP- to own ServiceNow-platform

As a step in taking control over the ServiceNow platform and leveraging it to support the specific needs of B&O, the company wanted to migrate from a Managed Service Provider-platform (MSP) to owning their own ServiceNow instance.

The Challenges of Being on an MSP-platform

Outgrowing the MSP Model

As B&O’s digital transformation accelerated, they found that their Managed Service Provider (MSP) setup, which once offered convenience, was no longer aligned with their needs. Their business required greater flexibility to build and configure features tailored to their operations. The inability to make these adjustments in an MSP environment prompted them to seek greater autonomy, ensuring that innovation and efficiency could scale with their ambitions.

The Need for a Dedicated Instance

While the MSP-setup was initially efficient, shared configurations from other customers made it difficult to maintain data integrity. As they expanded, they recognized the necessity of a dedicated instance – one that allowed full control and ownership over data quality, system performance, and security.

Expanding Beyond a Single Vendor

Reclaiming Control with ServiceNow

B&O chose to return to ServiceNow, confident in the platform’s ability to support their long-term goals. They recognized that their previous experience with the platform, and the MSP setup, hadn’t allowed enough time for full adoption and growth – a more adaptable solution was needed to increase control, a dedicated, independent environment was necessary for better data integrity, and a more open, modular platform was crucial for future scalability. After evaluating other options, they concluded that ServiceNow remained the best fit due to its flexibility and their prior positive experiences from the MSP-setup.

The MSP-setup helped us get comfortable with the ServiceNow platform. However, while we derived significant benefits from the MSP-setup, we grew out of it, prompting us to implement our own ServiceNow Cloud-platform. This decision has now strategically set us up to leverage the many possibilities ServiceNow offers.

Rene Birk Laursen
Head of IT Operations & Application Maintenance

A Familiar Platform for a Future-Proof Solution

Familiarity with the ServiceNow-platform ensured a smooth transition, and returning to an out-of-the-box solution ensured that the new, dedicated ServiceNow-instance can meet their evolving needs, without compromising future functionality. The out-of-the-box approach to implementation has also ensured that updates, upgrades and the implementation of new modules will be a lot smoother. In total, the move from a shared MSP environment to an independent setup has marked a turning point, giving B&O the foundation to develop the platform on their own terms. Rene Birk Laursen explains, “Having our own instance means we can create exactly what we need, when we need it. It’s allowed us to work more efficiently and better align our processes with business goals,” highlighting the newfound freedom and flexibility.

Support and training as key factors in continual success

Several key actions contributed to the project’s success: A careful migration process ensured that the customer transitioned smoothly to their new environment, a time-and-materials-based support agreement provides B&O with ongoing guidance from Adeno consultants, and comprehensive training are enabling them to manage parts of the platform independently. As Rene Birk Laursen emphasizes, “The collaborative approach was key—training our team to be self-sufficient while having expert guidance available when needed is making a huge difference in our ability to manage the platform effectively.” B&O has received training through our open courses, tailored courses at their location, and through sending two key employees to our 5-month ServiceNow-training program, called Next Academy.

Industry:
Retail & Consumer Goods

Location(s):
400 stores across 70+ countries in Europe, Asia, Australia & North America

Company Size:
1200+ Employees

Revenue:
DKK 2.588bn (2023)

ServiceNow since:
2022

Number of users:
192

Bang & Olufsen is a Danish luxury consumer electronics company known for its high-end audio products, televisions, and speakers. Founded in 1925, the brand is recognized for its sleek Scandinavian design, premium craftsmanship, and innovative sound technology. With a presence in over 70 countries and around 400 stores worldwide, Bang & Olufsen continues to be a leader in the luxury audio market, offering products that blend superior performance with timeless aesthetics.

ServiceNow Products

The solution utilized ServiceNow IT Service Management (ITSM) which is a comprehensive solution designed to streamline and automate IT operations. It helps organizations manage incidents, service requests, changes, and problems with enhanced efficiency. By providing a centralized platform, ITSM improves service delivery and boosts operational transparency.

The tool enables organizations to align IT services with business needs while reducing costs and improving user satisfaction. It offers robust reporting, analytics, and integrations to further enhance IT service management capabilities.

Click on the picture to read more about the ServiceNow product.

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Costumer Success Journey

B&O: Setting up for future success with ServiceNow

Migrating from MSP- to own ServiceNow-platform

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