Red Hat, the world’s leading provider of open source software solutions, takes a community-powered approach to delivering reliable and high-performing cloud, Linux, middleware, storage and virtualisation technologies.
Red Hat’s legacy IT workflow tools limited the overall effectiveness of IT to adapt to changing business needs. Running servers, storage and networking in-house made it difficult to allocate resources when multiple change requests occurred simultaneously, and the tools were unable to provide visibility into resource utilisation. As a result, IT staff lacked the means to avoid problems and resolve them quickly as they occurred.
Red Hat rolled out the ServiceNow IT Service Automation Suite and consolidated the management of incidents, problems and changes into a global cloud-based single system of record for IT. Now, IT has better visibility into resource utilisation, and can allocate resources to support new projects that drive revenue. IT has also reduced the number of approval steps for changes and the length of time it takes to implement workflow changes. Previously, implementing change could involve a six week programming effort that might cost tens of thousands of dollars. As a result, IT can commit earlier and deliver results faster, moving along the growth curve over a couple of months rather than years.
“ServiceNow is helping us to reliably run the IT organisation,” said Lee Congdon, chief information officer, Red Hat. “Our legacy product showed us how difficult it is to run IT management servers ourselves. But now, we’re able to deliver services more effectively, more efficiently and more flexibly than if we were trying to set up IT service automation on premise.”
