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Consolidating multiple service management systems

POPX successfully implements a single operations platform to consolidate service management systems

POPX implements single operations platform for Node4 

Node4 is one of the UK’s leading managed cloud service providers having launched in 2004 with the aim to deliver powerful solutions to its customers. 

As a company, Node4 has grown rapidly over recent years both organically and through acquisition, resulting in a business that currently has over 1200 employees and offices across the UK, Dubai, Portugal and Spain. 

Project goals

Improved partnership

Improved partnership

A managed service to drive collaboration and business outcomes.

Customer focus

Customer focus

Common service management platform & best practice methodology.

Standardise operations

Standardise operations

Ensure each acquisition is integrated into a unified way of working.

About Node4

Node4 is a relentlessly ambitious company that continues to grow at pace.

Following growth by acquisition, it was necessary to consolidate multiple service management systems down to one, adopting ServiceNow as the company-wide operations platform, maximising the service quality and cost improvements this would offer. 

After conducting a full business case review, they concluded an improved partnership experience was needed to progress. A managed service would deliver the type of collaborative partnership and business outcomes they were looking for, which opened the door for conversations to start with POPX.

The company teamed up with POPX for its fully managed MSP Platform, powered by ServiceNow, to standardise and merge the operations of multiple acquisitions onto one service management solution. 

Challenges

The move is part of a long-term partnership that will first bring all parts of the company’s operations onto a single platform and then continually streamline, automate and optimise all tasks and processes.

The POPX proposition would mean migrating Node4 to its fully managed and integrated MSP Platform and novating their existing ServiceNow licences. 

Node4’s business plan had ambitious timescales in place to get the solution implemented. As well as the managed service, Node4 felt confident that the POPX team understood the managed service provider sector and could deliver the required outcomes.

Under the multi-year agreement, signed in the summer of 2022, POPX was tasked with phase one of the project, which meant rolling out ServiceNow within Node4 and across newly acquired businesses recently added to the Group.

"We decided to work with POPX because they have demonstrated a capability to leverage ServiceNow as a growth enabler for ICT service providers, including process automation to help drive standardisation and improve customer experience."

Richard-Node4-200px Richard Angrave - Transformation Director - Node4

Products Deployed:

  • POPX MSP Platform
  • Order Management
  • Customer Service Management
  • IT Service Management
  • Discovery & Event Management
  • Customer & Employee Portal
  • Service Catalog & Self-Service Request Fulfilment
  • Automated Monthly Service Reporting
  • Service Desk as a Service (reseller model)
  • POPX API & Smarts 
Service Provider

Outcomes

POPX has designed its MSP Platform to accelerate and de-risk digital transformation for Smart MSPs by enabling them to onboard ServiceNow at speed, with greater transparency on costs, timescales and added value. The MSP Platform allows tech service providers to consolidate applications, integrate internal and supplier systems, and deliver service automation for key processes. 

The fully managed service from POPX includes all integrations, development and enhancements, upgrades and maintenance, as well as training and the day-to-day support of running a complex technology.

Angrave states: “We challenged the POPX team to integrate multiple acquisitions that had been using different systems to run their operations and consolidate into a single system. The early work has been successful and we hope to build on this relationship to roll out the POPX MSP Platform throughout the rest of the Group. 

With each acquisition, it is vital that we integrate them into a unified way of working and that means using a common service management platform and best practice methodology to support our customers.”

To discuss how POPX can help you achieve similar outcomes