Adjusting to the scale and pacing of this project demanded all of our experience, flexibility, agility, and leadership. We needed to get business units with specialized and localized ways of working, entrenched over a period of almost 10 years, to start using 1 platform with shared processes. This would involve harmonization of processes across disparate groups, development and configuration of a unifying service management platform, support for data collection, design and delivery of organizational adoption and training programs, as well as a HyperCare model that offered continuous assistance after the solution went live.

Our years of industry experience, knowledge of the client, and understanding of how different departments function made the difference on this project. It was these advantages that allowed us to unlock the potential of the ServiceNow platform quickly and apply it across the organization. To achieve speed to value, we produced a road map and implementation approach that deployed the platform in stages, with release times based on the client’s various business drivers and priorities. We created a single global model for all core IT Infrastructure Library (ITIL) processes within service management, including streamlined reporting and metrics, and a successful training program to support employees as it was launched.

Over a period of two years and through incremental releases, the client went live with a complete platform. The platform included an end-user portal, service catalog, request fulfillment capability, and management applications—which is now being used by over 4,000 IT employees and over 70,000 end users worldwide.