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The consolidation of two existing, outdated ServiceNow platforms onto a single, up-to-date greenfield instance.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.

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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.

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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.

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Goal achieved

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

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