Network Rail, the owner and operator of Britain’s railway infrastructure, has selected Cognizant to update its service capabilities and streamline operations using the IT service management (ITSM) platform, ServiceNow.
By implementing ServiceNow, Cognizant will equip Network Rail’s IT support services team with interactive self-service tools that will help users resolve certain IT issues. For complex issues, the ServiceNow platform will enable collaborative work among various service providers. This transition will help reduce multiple emails, spreadsheets, and other manual processes and provide an intuitive, automated, and standardized process designed to provide quick resolution with minimal disruption.
Cognizant’s design and deployment of ServiceNow will:
“We are pleased to continue our long-standing relationship with Network Rail,” said Vivek Daga, Country Head, UK and Ireland, Cognizant. “We are building an infrastructure that helps ensure safe and reliable transport for users of Britain’s railway. Using ServiceNow, we will support Network Rail in simplifying processes on the back-end for its 42,000 employees, enabling them to improve the experience for millions of customers.’’
“Transforming our operations into a more service-oriented model forms a key element of our ongoing digital transformation program,” said Simon Goodman, director IT Operations, Network Rail. “We recognize that we must continue to evolve to meet the needs of passengers and rail operators and adopting a strong partnership model that harnesses expertise from across the IT industry is fundamental to this ambition.”