Case Study:

One new Catalog from two old instances

The consolidation of two existing, outdated ServiceNow platforms onto a single, up-to-date greenfield instance. Also required to consolidate, standardise and migrate two separate service catalogues onto the new instance.

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Highlights

350:1
Reduction in workflow sprawl
0
No code administration enabled
1373:56
Consolidation of SLAs

"

I didn’t believe you would get anything done in the timescales you set out but now I believe you can achieve anything!

"

IT Finance Lead

Global Insurance Company

Challenge

The consolidation of two existing, outdated ServiceNow platforms onto a single, up-to-date greenfield instance. Also required to consolidate, standardise and migrate two separate service catalogues onto the new instance.

What we did

  • Analysed the existing service catalogue requests to report on volumes of catalogue items and their usage levels within the last 2 years.
  • Retired service catalogue requests which either had not been used recently or were agreed by project stakeholders as no longer being required.
  • Validated the accuracy of remaining service request forms with the relevant service owners, making amendments where necessary to support business processes.
  • Assessed workflows of the service catalogue requests across the two systems to determine similarities and opportunities for standardisation.
  • Introduced a standard workflow across all request types, driven by a routing table to generate approvals and task assignment.
  • Exported the service request catalogue and subsequently imported to the new ServiceNow instance, linking to the updated standardised workflow.

What more?

  • Exported the service request catalogue and subsequently imported to the new ServiceNow instance, linking to the updated standardised workflow.
  • Reviewed and standardised existing SLAs, reports and dashboards involving service catalogue requests.
  • Managed day- to- day changes over an extended handover period.

Outcomes

·        Migration of two disparate service requests catalogs to a single, combined offering.

·        Removal of >50 unused/unnecessary service catalog requests, reducing ongoing support efforts.

·        Workflow standardisation which reduced the total number of service request workflows from >350 to 1, reducing ongoing support efforts

·        Addition of administration screens allowing authorised users to update approvals and tasks for their service catalog requests through simple form-based actions, removing the need for coding and reducing ongoing support efforts.

·        Standardisation and grouping of SLAs reduced the overall count from 1,373 to 56, reducing ongoing support efforts and simplifying SLA reporting.

·        Day to day service was fully assured and handed over, leaving the customer self-sufficient in this area.

Goal achieved

Our aim is to make you self-sufficient, then leave.  At CloudStratex, our ServiceNow Practice is a proven and trusted partner.  

Key Client Information:

Global reinsurance and primary insurance provider -£50bn Turnover

Staff Size:

14,000 Employees

Location:

Munich, USA, Canada, UK, Singapore, Australia, Hong Kong

Snapshot Of Problem:

The consolidation of two existing, outdated ServiceNow platforms onto a single, up-to-date greenfield instance. Also required to consolidate, standardise and migrate two separate service catalogues onto the new instance.

Snapshot Of Solution:

- Analysis to determine what was really used, assessment of workflow and requests. - Standardisation across all type – elimination of bespoke, one-off templates. - Provided user serviceable no-code capability to give the business control of their own items. - Review of SLAs and re-write to a standard set. - Client enabled and self-sufficient

CSXecuted with:

Areas for CSXellence:

Operational Efficiency

Driving the waste out of IT costs through 3rd party contract efficiency, process and people.