StarIT is a fast-growing Finnish IT-outsourcing provider aiming to make fluent digital employee experiences for growth companies. “We help make working life simpler, more pleasant and more productive for our client’s employees, thereby enabling them to focus on their business”, says Sakari Suhonen, the company CEO.

StarIT has utilized a service management solution for many years to support its service offerings. They had come to realize that their existing solution couldn’t live up to StarIT’s evolving requirements.

“Our biggest challenge was related to the management of the multi-customer environment and the system and process automations related to it”, the CEO says. “We wanted to provide our clients and their workforce with better solutions for self-service, and we wanted to integrate more with each client’s systems and processes. But at the same time, we wanted to operate centrally in a multi-customer environment”, he explains.

“Our customers need to configure, for example, a self-service portal and certain processes within it, that in turn produce us superior efficiency in service production – this was the priority we started to resolve.”

“Our customers need to configure, for example, a self-service portal and certain processes within it, that in turn produce us superior efficiency in service production – this was the priority we started to resolve.”

– Sakari Suhonen, CEO, StarIT

In the tender process, StarIT evaluated three different vendors. ServiceNow came out as the most robust alternative of the three contenders, taking into account the offering, the solution and how it was able to support the company’s activities. 

ServiceNow’s surrounding ecosystem and the opportunities to expand the solution further with even more functionality at a later stage was also considered a strong argument for going with ServiceNow, the CEO says.

ServiceNow recommended Star IT to work with The Cloud People to access our deep expertise in ServiceNow and the ecosystem, know-how and vision. 

The selection process took about three months. During that time, the companies needed to agree on a suitable entity and licensing model for StarIT. The model had to ensure that the solution would continue to be a good fit as the company grew.

“This system is extremely critical for us, as our entire business is based on producing services and all our business-critical processes pass through ServiceNow, which is also in the centre of StarIT’s internal ERP.” 

– Sakari Suhonen, CEO, StarIT.

StarIT’s new service management solution is now fully operational. For a service provider like Star IT, the platform is critical to their business and a powerful system to bring to the organization. 

“This system is extremely critical for us, as our entire business is based on producing services and all our business-critical processes pass through ServiceNow, which is also in the centre of StarIT’s internal ERP.” 

The CEO says that the new system quickly gave benefits from how it could be configured and integrated. On top of that, he was surprised to see the extent of the ecosystem and how it can support various integrations and processes. But the happiest surprise has been how much more flexible it is to work with customers now, compared to their previous solution.

Most of the new solution’s business goals aren’t achieved yet. They relate to how they will use the new platform to scale and add new solutions. The solution offers extensive future opportunities. In the future, the platform will allow StarIT to work smarter, integrate more and automate better, ultimately providing their clients with better services.

- The biggest business benefits still lie ahead, the CEO says.

“I definitely recommend The Cloud People and ServiceNow, specifically to Managed Service Providers who operate in multi-customer environments and for whom such a system is critical to service production.” 

– Sakari Suhonen, CEO, StarIT