Snowflake hits 99% of IT commit goals with ThoughtSpot for ServiceNow Analytics
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- ThoughtSpot for ServiceNow Analytics
- ServiceNow
- Snowhouse
Tech Stack
- Self-generated
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Digital Expertise
Technology Category
- Analytics & Modeling - Real Time Analytics
- Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
- Software
Applicable Functions
- Business Operation
Use Cases
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Snowflake is a leading data platform company that helps organizations mobilize their data in the Data Cloud. It provides a single data experience that spans multiple clouds and geographies with near-unlimited scale, concurrency, and performance. Snowflake's IT and security organization is led by Sunny Bedi, who serves as both the Chief Information Officer and Chief Data Officer. The company has a global workforce of nearly 2,500 employees and is known for its 'Snowflake on Snowflake' story, which showcases how it uses its own data platform to drive business success. Snowflake's IT team is responsible for ensuring that the company's employees have the right tools and technology to be productive, and they manage a wide range of strategic initiatives, including security, access control, data quality, and system performance.
The Challenge
To keep up with the constant barrage of IT and security tickets, Bedi and his team rely heavily on ServiceNow. They manage all of their tickets, end-user communications, change management, and CMDB initiatives through the ServiceNow platform, generating a tremendous amount of data in the process. However, without the right analytics capabilities, making the right operational decisions and improvements based on this data is challenging at best. To support the growing demands of the business, Bedi and his team needed more than ServiceNow’s canned reports and predefined drill paths. Snowflake had recently onboarded more than a thousand employees during the course of the pandemic. And Bedi knew he could either bring on additional resources to help manage the mounting number of devices, IT requests, and help tickets or he could find a solution to transform the way his team engaged with and acted on data.
The Solution
At the top of Bedi’s list was ThoughtSpot. With its many shared customers and complimentary use cases, Snowflake and ThoughtSpot already had a fruitful tech partnership. With up-to-date ServiceNow data directly integrated into Snowhouse, Snowflake’s internal database, Bedi’s team can connect it with other business-critical application data. It also made it easy for Bedi to visualize all the team’s ServiceNow data in ThoughtSpot. And because ThoughtSpot instantly returns customizable visualizations for every insight, the team immediately eliminated time spent creating charts manually, accelerating their interpretation of insights and reducing time to action. The self-service capabilities were unlike anything they’d ever experienced, either. With ThoughtSpot, searching for insights went from minutes to seconds. Anyone on the team could easily drill down into the granular details of an IT issue to come up with an actionable solution. And analyzing multiple data sources all in one place made it easy to identify issue patterns or correlations they might have otherwise missed. In Bedi’s own words, data is now at the core of every decision. The team has visibility into baselines for every key metric (e.g., open tickets, closed tickets, speed to close, commit delivery) and when problems arise they can quickly pinpoint where and how to improve.
Operational Impact
Quantitative Benefit
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