Simplifying Complex and Disconnected Workflows for FDOT
ABOUT
The Florida Department of Transportation’s (FDOT) mission is to provide a safe transportation system that ensures the mobility of people and goods, enhances economic prosperity, and preserves the quality of our environment and communities. Maintaining a high degree of accountability and acting as a good steward of state resources is a priority of FDOT. To effectively manage resources, the Department monitors and reports the performance of Florida’s multimodal transportation system, using validated performance measurement and active asset management to inform planning and programming decisions. However, FDOT’s tools and processes for service delivery, strategic project/program/portfolio management, governance, risk, and compliance activities created a disjointed and challenging system for service delivery.
CHALLENGE
FDOT’s systems for requesting and resolving service and support requests were confusing and cumbersome to navigate with complex and disconnected workflows and processes. Data and information silos prevented a holistic, enterprise-wide view of the environment, which limited collaboration, knowledge, data, information, and analytics sharing, productivity, and operational efficiencies. FDOT needed to procure and implement a Florida Legislature’s Cloud First Initiative compliant core IT service platform to reduce support requirements, provide efficient workflows, and improve customer service.
SOLUTION
Titan Technologies’ implementation process was based on ServiceNow’s Now Create methodology and tailored to meet the unique organizational FDOT culture. The approach provided a flexible, yet accountable development methodology consistent with FDOT requirements. Split into ten closely integrated phases, the team implemented ServiceNow’s Information Technology Service Management Pro Module to support incident, problem, change, configuration, asset, and cost management; the Strategic Portfolio Management Module to support portfolio, idea, demand, project, and resource management for the Office of Information Technology; and the Information Technology Operations Management- Discovery Application to support the agentless discovery and operational monitoring of the FDOT IT infrastructure.
RESULTS
The implementation of Titan Technologies’ ServiceNow as FDOT’s core IT service platform significantly transforms operations and allows for the seamless sharing of critical service information across various business units, reducing support needs, streamlining workflows, and ultimately enhancing customer service. ServiceNow’s modular design also ensures scalability and adaptability as FDOT’s service delivery processes evolve and mature.
