Video Game Developer Sets Foundation for Explosive Growth through the New Decade

This direct-to-consumer video game developer and eSports organizer has grown to over $1 billion in revenue in the past decade. With over 20 locations around the world and more than 2,500 employees, the enterprise is beloved by its game players and employees alike. Coming into its second decade of growth, the game developer already boasts recurring spots on numerous lists of best places to work.

But, as the organization’s treasured team continued growing and evolving, they realized it was getting harder to maintain their principle of being a top place to work. According to Forbes, the video game industry is growing so rapidly that some experts believe it will surpass $300 billion by 2025, promising a fast-expanding workforce where employee engagement and experiences will be crucial for maintaining elite talent amidst a competitive ecosystem.

On top of that, the organization’s meteoric growth meant that they had little time to step back and implement a long-term, sustainable Enterprise Service Management strategy in their earliest phases. Yet their unwavering commitment to their players and employees solidified the need to define and sustain a future-proof ESM strategy that would allow every part of the business to come together to support a world-class experience.


An Expanding Business Spells the Need for a Strategic Roadmap

The video game developer had grown from a startup of 30 employees to over 2,500 in a little over 10 years. This rapid growth, while cause for celebration, resulted in a lack of long-term, strategic planning – a common problem among exceedingly successful startups. When your business grows faster than even your wildest dreams could predict, it’s easy to become a victim of your own success.

The organization needed high-level visibility into and control of their numerous assets in order to scale and provide the best player and employee experience possible. They maintained a long list of programs and systems that were licensed on a renewal basis yet lacked an accurate picture of what types of licenses they owned across the entire enterprise. They were also left unaware of who currently had access to which licenses, who lacked critical access, when contracts were renewing, and how much value they derived from them.

Leadership knew they needed a more effective and strategic model of business operations to sustain the same level of growth for the next ten years. The enterprise was familiar with ServiceNow, already using it in its IT department as a luxury ticketing system, but had not realized its full potential across the organization.

Seeking the Most Out of the NOW Platform

Already a ServiceNow customer, the video game developer was introduced to Acorio during the RFP process for an IT project. Acorio proved to be the perfect fit for the enterprise’s causal yet growth and customer focused culture.

The video game developer had recently onboarded a new ServiceNow Platform owner that was eager to optimize the investment and take advantage of its full range of functionalities. The IT department wanted to improve the organization’s service level by providing more self-service options to employees and establish more automation to reduce repetitive manual tasks that ate up precious time and resources.

In addition to getting the most out of ServiceNow, the internal project team was looking to prove the value of the platform to the wider organization with the hopes of expanding into a full ESM strategy. With strong in-house knowledge and a stellar team, they already had a solid foundation to do so. But the addition of a reliable, seasoned partner took some of the load off of their already overburdened team and added crucial external opinions and expertise.


Establishing a Solid ServiceNow Strategy

The video game developer’s strategic vision could be summed up into five main goals:

  • Fixing the organization’s ESM foundation
  • Improving business efficiency by cutting costs & streamlining operations
  • Building a world-class User Experience
  • Creating a mature asset environment [and pulling in asset repositories throughout the environment]
  • Making IT part of the business

The organization followed Acorio’s recommended methodology, with a Crawl, Walk, Run approach – first establishing a solid foundation upon which they could expand the platform within IT and into the wider organization.

ServiceNow Asset Management project objectives

Quick Wins Build Momentum

Acorio and the project team worked hard to build momentum and show value with “quick wins” – smaller projects that kept their strategy on track and front of mind for key stakeholders – before rolling out the platform to other areas of the business. The video game developer had three Go-Lives throughout the first year of its partnership with Acorio.

The multi-phase approach they settled on began with Hardware Asset Management (HAM). The video game developer contracted a third party who procured their hardware and configured it before it met the hands of their internal team. The HAM project allowed the enterprise to fully integrate with this third party, unlocking visibility into their inventory, current needs, licensing renewals, and warranty information. Having that insight proved crucial for the organization to plan and expand in real-time.

Once a solid HAM foundation was established, the organization then expanded ServiceNow to cover their Software Asset Management (SAM) needs.

Leadership was thoughtful and strategic in their approach and implementation, which meant taking extra time to test solutions and ensure user adoption. The platform is now hitting users in different functional areas and pulling together siloed groups.


As a result of its partnership with Acorio, the video game developer is now:

  • Reaping the full value of the sophisticated features of the NOW platform (beyond simple IT ticketing)
  • Enjoying the streamlined experience of a single enterprise platform (along with the expanded visibility it provides)
  • Managing a consolidated and accurate inventory of both hardware and software assets, visible on the NOW platform

With the project’s success under their belt, this client’s internal team is excited to continue expanding the platform with Acorio as their trusted partner – so much so that they are covering their long-term support needs through our Acorio Virtual Assistance program (AVA).

Looking to the Future

Building a rock-solid foundation for future growth was a critical business driver for the video game developer. They’re now fully equipped to continue to expand the platform throughout the business and are poised to respond to a changing industry in real-time. With over 2.5 billion gamers spread across the world, players’ needs, wants, and values are sure to constantly evolve.

The video game developer didn’t need to wait long to see how crucial its ServiceNow foundation would prove. When the COVID-19 pandemic hit, their entire workforce, used to working collaboratively in-person on its unique campuses, suddenly needed to work from home. The critical Asset Management work the organization had done during the prior year enabled a streamlined, efficient WFH transition process.

Convinced of the value of the NOW Platform, the enterprise is looking forward to the coming year. Complimentary cultures and working styles have come together to make Acorio a true partner for the organization, which is actively planning out the next 12 months of their ServiceNow roadmap with our help.