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Case Study on ServiceNow Implementation Services to a Tech Company in Australia

Flatworld Solutions Provided Swift and Impeccable ServiceNow Implementation Services to a Tech Company in Australia

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.

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