Enterprise Digital Transformation by Reimagining IT Service Management 

Client

The client is a leading provider of workplace furnishings and residential building products in the US. Their recognized family of global brands offers exceptional products and services for a wide range of workplace and residential applications.

Challenge

The client sought to accelerate their digital transformation goals by streamlining their processes with automation by migrating to the ServiceNow platform. They were facing challenges that included:

• Non-adherence to defined processes by business users
• Non-adherence to best practices that hampered the process team during audits
• Limited use of the Service Portal and knowledge management process by business users
• Non-standardized asset life cycle process
• Fragmented (Management Information System (MIS)/reporting and lack of foundational dashboards
• Lack of proper integration with the IT service management (ITSM) tool

Solution

The solution involved a strategic assessment for a comprehensive view of the current landscape and a bespoke plan for migration, enhancement support, and governance.

The collaborative approach with an accent on automation involved:

• Seamless migration to Hexaware Managed ServiceNow from the Ivanti ITSM tool
• Catalog unification and modifications for effective approvals and streamlined fulfillment process
• Roadmap facilitation using ramp-up license procurement & implementation for better adoption
• Effortless foundational and transactional data migration from Ivanti to ServiceNow
• Automated discovery and hardware asset management lifecycle processes
• Automation-focused employee onboarding and lifecycle status management
  

Benefits

• ~40% Productivity gains due to improvement in processes & user experience
• 9+ Integrations built with ServiceNow
• 5+ Employee lifecycle events
• 90% Inventory coverage using automated discovery

Summary

Our client was looking to fast-track their digital transformation needs by digitalizing enterprise-wide service management to enhance experiences and drive productivity. An elite ServiceNow partner, Hexaware, stepped in to help them move into the new with a seamless transition to the ServiceNow platform that helped them realize exponential value across their IT landscape.

With automation a key catalyst, the ServiceNow journey helped them streamline process efficiencies, fix issues with reporting, and reinvent their employee lifecycle management. The enhanced user experience helped improve productivity by more than 40%. We aligned the engagement with overall business goals and enabled the client to scale digital transformation at velocity.