CASE STUDY

COMPANY BACKGROUNDKAR Auction Services, Inc. operates a complete automotive

industry auction solution. Located throughout North America,

KAR embodies four business units: ADESA, a wholesale used

vehicle operation; Insurance Auto Auctions, a salvage auto auction

company; Automotive Finance Corporation, a capital funding

source for the used vehicle industry; and OPENLANE, an online

auto remarketing auction company.

BUSINESS CHALLENGES Prior to implementing an IT management solution, KAR’s IT support

had serious limitations. There was poor visibility into the kind of

tickets being received by the support team and no consistency in

triage data being gathered by Level 1 support teams. In addition,

project teams lacked an agile method to engage Level 1 teams to

gather new triage data.

HEADQUARTERS Carmel, Indiana

INDUSTRY Automotive

SERVICES RENDERED ServiceNow Application Deployments and Optimization

KAR AUCTION SERVICES INC.

WITH SERVICENOW drives forward

KAR Auction Services, Inc.

CASE STUDY

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End users experienced technical issues, as there was no

transparency into the IT training needs of employees. The

organization lacked data to understand which development

requests should receive higher prioritization than others.

Additionally, KAR did not have the insight to gauge whether

a recent deployment was successful and lacked the ability

to identify possible areas of improvement for future

deployments. Based on these limitations, Brian Osborne,

KAR’s ITIL Program Manager, decided to implement

ServiceNow to improve the organization’s IT management.

SOLUTIONAfter implementing ServiceNow in Phase 1, Osborne turned

to ServiceNow Preferred Partner Cloud Sherpas to lead the

implementation process for additional applications and to

make enhancements on previously deployed applications.

KAR was able to leverage Cloud Sherpas’ advanced

implementation methodology, allowing for common

functionalities to be replicated to other task tables, such as

Change and Problem Management, with minimal effort.

KAR wanted its users to be able to respond to triage

questions within the incident ticket based on categories

and subcategories. This would ensure that the correct

information was collected at the time of ticket creation and

routed to the proper team based on assignment rules.

Lastly, Cloud Sherpas and KAR identified an architecture that

would simplify maintenance as new categories and triage

questions were identified.

RESULTS With the ServiceNow instance in place, KAR reports a vast

improvement in IT service management that has benefited

both the IT department and the end-users. The IT team

now has the relevant triage data to identify symptoms and

root causes of ongoing issues, and this allows for improved

incident and problem management capabilities. KAR also

uses this new data to pinpoint training needs by person,

group or specific site. ServiceNow has also provided the IT

team with a higher level of insight into how the business

uses technology, as IT can view reports by ticket category

and business unit to identify the biggest consumer of IT and

business resources.

Finally, process owners and delivery managers can measure

the success of deployments through reports that provide

details on the number and types of support tickets received

on an issue and the speed at which they were resolved.

KAR has since realized a 160% increase in the proper

identification of the category and subcategory related to

their incidents and requests. This reporting helps IT identify

the success level of training and opportunities to minimize

the number of support tickets issued, improving resolution

time. The system also provides IT with insight into any bugs

or enhancements that should be addressed.

These improvements in IT service management have already

proven beneficial to KAR’s IT team and end-users alike, both

of whom are experiencing better levels of communication

with one another and faster resolution times for IT issues.

3525 Piedmont RoadBuilding 8, Suite 710Atlanta, GA 30305

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