Our initiative aimed to modernize the Service Now platform used by large Scandinavian customer. The platform had been heavily customized, making maintenance difficult and upgrades requiring high effort. The application management team also needed help with low velocity due to the complexity of legacy custom applications built into the platform. In addition, maintenance costs went up due to inefficient use of licenses and an outdated model of user personas that locked us to the past delivery model focused on business towers working as silos. Lastly, the CMDB lacked a flexible data model to meet user requirements.
Challenge
This initiative posed several challenges – lack of long-term strategy and execution plan, including disciplined approaches for configurations, and excessive customizations accrued over the years. Each upgrade was a risky change that could potentially disrupt operations. As such, it became paramount for the team to enhance their skill set to meet these demands.
Results & Benefits
Our project has achieved the following results:
- Service Now became the foundation of a convenient operations platform with a single access point for users (User Portal).
- Customizations were slowly replaced with thought-through configurations thanks to an alignment of silo-oriented processes into one baseline.
- Common service catalog enabled streamlined management of service requests and speed-up fulfillment flows.
- Comprehensive and specific reporting that caters to each customer’s needs and preferences.
- The efficient work environment for distributed support teams that handle a unified process and base implementation of CMDB.
- Observability was successfully stressed as the key next step in the evolution of the Service Now platform.
Benefits for our customer:
- The Service Now team developed a strategic plan to guide their efforts and help them work towards their longer-term objectives.
- Reduced customizations lead to lower overhead expenses in incremental maintenance.
- Engineering teams are empowered to maximize efficiency and achieve results quicker than ever with a single tool reflecting a scalable support system.
- 24/7 support was set up with fewer resources.
- Support teams can work together with a data-driven approach based on the structured CMDB.
- Improved standard support procedures resulted in improved response times and proactivity.
