The Client

The client is an Australia-based tech company that enables people to meet, collaborate, and share effortlessly and securely. They help improve team productivity through value-added technologies that leverage the power of Microsoft’s cloud platforms.

The Requirement

The client had initiated the implementation of ServiceNow in their organization using their in-house team but got stuck in between. They had a list of items they could not implement and needed support from a reliable partner.

The Scope of the Project

Current baseline implementation
Quality and scope assessment for current configuration data
Operational reporting requirement
Configuring SLA commitments for top applications
Implementing the highest-value and most common ITSM requests
Implementing the most-needed knowledge articles
Designing or redesigning CMDB, including the scope of data
Defining a minimum viable set of integrations
Building initial report library, request catalog, and knowledge base for process users
Incident management
Configuration management
SLA management Reporting & Dashboard Knowledge management
Notification management
Business rule management
Workflow management
Request fulfillment
Service Catalog
Service portal Virtual Agent
Benchmark Visual Task Board
ITBM Portal
Implementing and promoting self-service adoption
Expanding service catalog to reflect customer needs
Building self-service knowledge
Building Requirements for management analytics
Management and executive dashboards
Mapping current release management processes and touchpoints
Implementing automation opportunities
Redesigning AD integrated release management processes
Extending the existing CMDB to support asset management
Project & Portfolio Management
Domain Separation (Multi-Tenancy)
Reporting & Dashboard PPM
CSM
Visual task Assignment
Predictive Intelligence AD Integration
Azure AD
Microsoft Exchange Online
Project Portfolio Management
Application Portfolio Management
Agile Development Demand Management
Resource Management
Test Management
Financial Planning Survey Management
Process, data, & design integration
Conducting a load test

The Challenges

Initially, the client thought they could implement the scoped document. But they lacked the expertise to carry out at-scale ServiceNow implementations. Yet, they were burning cash as they had already purchased the SN license.

Our Solution

Flatworld Solutions deployed the best project managers and skilled developers who coordinated daily with the client’s in-house team. We divided the scope into seven milestones and implemented ServiceNow as per requirement.

Our Strategic Approach

We leveraged the best ServiceNow resources in India, who worked during Australian business hours. It helped reduce project costs substantially while ensuring prompt implementations.

On-project Personnel Qualifications

Certified ServiceNow developers and certified project managers with 10+ years of experience and a rich understanding of SN products like ITSM, ITOM, CMDB, and ITAM.

Compliance Methodologies Followed

The Agile methodology was followed throughout the cycle of the project.

The Final Outcome

The client was satisfied with our professionalism, commitment, and technical expertise. They started the ServiceNow platform across the organization post our implementations.

Outsource ServiceNow Services to Flatworld Solutions

Flatworld Solutions is a premier ServiceNow partner. We have years of experience helping customers implement the ServiceNow platform to smooth out their service deliveries and enrich user experience. From expert ServiceNow consulting to IT Service Management, IT Operations Management, and HR Service Delivery, we provide holistic ServiceNow solutions to help customers support and enhance their ongoing services and business administrations. Reach out to us to automate your IT processes.