Embracing the era of digital transformation as a business is imperative, Jemena, a prominent player in the energy sector, embarked on a crucial journey to revolutionise its IT support system. This strategic initiative, driven by the need to meet evolving technological demands and enhance efficient service delivery, aimed to address existing operational inefficiencies and position Jemena at the forefront of technological innovation and operational excellence.
The challenge
Jemena, like many companies in today’s rapidly evolving digital landscape, recognised the urgent need to streamline their IT support operations, particularly in managing service calls for system access. The company, aware of the limitations of their manual processes, was at a critical point as they sought to overhaul their approach to service delivery.
The solution
Once engaged, Nexon Asia Pacific embarked on a ‘collaborative journey’ with Jemena to provide a comprehensive solution to meet their specific needs. Central to this transformation was the automation of high-frequency IT Portal user requests, a strategic move aimed at drastically reducing wait times and manual efforts in service delivery.
The heart of the solution lay in Nexon’s Platform Implementation Framework (PIF), a blend of agile and waterfall methodologies that assured effective project control and management. This framework was instrumental in aligning ServiceNow functionalities with Jemena’s unique operational requirements.
The benefits
The partnership between Jemena and Nexon Asia Pacific has not only been transformative but has effectively enhanced operational efficiencies and business agility.
- Significant reduction in manual processing of service calls leading to enhanced operational efficiency and faster service request processing.
- Notable improvements in overall IT support system, with reduced wait times and increased agility in handling high-frequency IT requests.
- Establishment of Nexon Asia Pacific as a strategic partner for Jemena, setting a precedent for future collaborations in digital innovation and transformation.
Case study 
Read more