Anabelle
Klusmann
Head of Application Lifecycle Management

Drives strategic digitalisation at the Bell Food Group and is enthusiastic about innovations and process optimisation. Anabelle successfully completed her dual studies as a Bachelor of Science in Business Information Technology at the Bell Food Group in 2010 where she started as a project assistant. She then became responsible for the group’s SAP Solution Manager as a Test Manager, and was later promoted to Head of Test Management. 

With the implementation of more and more ALM scenarios within the SAP Solution Manager, such as Solution Documentation, Change and Release Management, and IT Service Management. She continued to expand her area of responsibility, and was later promoted to Head of SAP ALM. This formed the basis for the Service Now project, which will become the new IT service management solution for the Bell Food Group at the end of 2021. In addition to the SAP Solution Manager scenarios and the ServiceNow project, Anabelle is responsible for SAP Basis and SAP Authorisation as Head of ALM since April 2021.

Q&A:

What are the goals of the IT service management project at Bell Food Group

When I took over the ServiceNow project, the primary goal was to replace the current ITSM tool because it was outdated and any change that would be made would no longer provide a return on investment (ROI). It quickly became clear that implementing a new IT service management tool would allow us to make strategically important decisions about how we wanted to work in the future. For me, the most important goal was to understand the business needs on the one hand, and on the other hand, to keep the tool simple. With the new IT Service Management tool we can achieve our goal to reduce costs and drive standardisation.

What were some of the biggest challenges you’ve faced so far? 

The biggest challenge was to make sure that we were focusing on the essentials (replacing the current ITSM Tool) and not getting stuck on details or new features we did not have in our actual ITSM Tool. We stayed with the out-of-the-box functionalities and processes wherever possible and still picked all the low hanging fruits even if they were not implemented in the current tool.

Another challenge was our heterogeneous system landscape. The Bell Food Group has grown so fast in the last 10 years that we had a few topics for which we had to find solutions. 

What will be different after the successful rollout?

The end users, who are always our focus, will have a user-friendly and modern interface, in which it is easy for them to navigate because it is structured and intuitive. They will be able to create e.g. an incident or a request via mobile, which is definitely a significant improvement, especially in our Production areas.
We have also redesigned some workflows for the Go Live and have automated some smaller tasks. This will reduce the processing time of the workflow and give us time for further important steps towards digitalisation. As a result, we have a flashy technology that also supports the interests of the business.