One of my favorite things about ServiceNow is the time it saves employees and clients to focus on work that is the most valuable and important to them. Automation and workflows make work easier by handling the small things, so you can be confident that your peeps are supported 24/7 with the right resources and tools whether you’re on an important work call or OOO with the family this summer on a hike or at a cookout.
Read up on these recent client success stories to inspire your next move at work and to get your team prepared for the rest of this year. Here are 6 project go-lives from last month that we’ll be celebrating all summer long.
1. Quebec Upgrade for National IT Provider
This leading national IT and data center services provider came to Acorio looking to upgrade to Quebec following their initial ServiceNow go-live this February.
By upgrading on the heels of their original go-live, they are now able to take advantage of the latest platform functionality to address business needs and run on the latest code base prior to starting development and configuration on their growing backlog of enhancements and new stories. This approach also gives the team breathing room for future upgrades before facing ServiceNow’s N-1 upgrade policy.
Following their Quebec upgrade and their previous rollout this year, the client is now live on Incident, Problem, Change, Knowledge, Configuration, and Customer Service Management; along with Service Portal, Reporting & Dashboards, Performance Analytics, and Customer Portal, among others. The project also included 10 integrations.
Reflecting on this project, we’re happy to report they have been successfully upgraded to Quebec and have also completed the upgrade hyper-care period.
2. ITBM Implementation for a National Credit Union
Following an ITSM Implementation last year, this national credit union set their eyes on establishing an ITBM workstream. The project started with Advisory Blueprint to review the client’s current state and digital transformation goals. Then upon finalizing requirements, we began to build out a solution including: Idea, Demand, PPM, Timecard Management, Resource Management, Labor Capitalization, Custom Reports, and Data Migration. The project also included several integrations.
The client’s central business objective for this project was to use ServiceNow ITBM to transform and improve internal functions in terms of people and process. Now successfully implemented, ITBM enables this client’s IT Management and staff to efficiently manage work and capacity for IT implementations and operations.
Specifically, this implementation optimized and streamlined the demand approval flows and assessment rules to improve operational health, project prioritization, and process/planning activities. This project was pivotal in retiring their incumbent system and achieving their vision for digitally transforming the company’s IT Operating Model.
Additionally, this client also recently completed phase 1 of a four-phase project which included platform enhancements for Incident and Problem, along with a Predictive Intelligence implementation. We’re happy to report multiple successful Go Lives for this Acorio client, with minimized customization for optimized future maintenance and upgrades.
3. Access Review Process for Global Manufacturer
This Global Manufacturer sought out Acorio’s assistance with a bespoke solution to move their legacy Account access management solution over to ServiceNow. The solution developed provided workflows for managing the bulk approvals needed to confirm thousands of High Privileged Access reviews quarterly and ten thousands of baseline reviews annually, as well as daily Job Change and Transfer confirmations.
Additionally, the Acorio team workflow’d the solution to account for missing approvers, late and skipped approvers, and VIP approvers. This client now has an Access Review solution that enables them to successfully migrate all their account access management functionality into ServiceNow. It ensures that each user has the appropriate level of access to all systems given time through managing & auditing access in ServiceNow, while also ensuring audit capability by retaining approvals for access requests.
4. Workplace Safety Management for Non-Profit Healthcare Provider
This regional healthcare provider employs over 2,400 physicians across hundreds of outpatient surgery centers, medical plazas, rehabilitation programs and diagnostic imaging centers. Like many businesses and organizations today, this client is moving toward allowing non-essential employees back into their facilities. Looking to support a ‘return to work’ pilot, they identified ServiceNow’s Workplace Safety Management solution as the best tool to provide the ability for team members to reserve workspaces across their various locations.
On a fairly aggressive timeline and with a fixed target date, Acorio worked quickly to implement the Workplace Safety Management product based on client requirements. CAD diagrams of the applicable office space were loaded into the solution and thorough Knowledge Transfer was provided to allow both the client team and the AVA team to support the solution moving forward.
The pilot site was completed and ready as scheduled for people to reserve office space for the beginning of Q2 2021. As they welcome a growing base of employees throughout their journeys back to the office, this client now offers a safe return with controlled systems of support.
5. HR and Change Management for Global File Hosting Services Company
After partnering with Acorio last year to implement a solid ITSM foundation, this client was looking to continue their migration to the ServiceNow platform. For this next move, the client’s business objectives focused on moving away from their numerous Zendesk instances and other tools for managing work, to further consolidate their use of ServiceNow with an increased focus on providing a modern user experience for their growing employee base of 3,000+ team members.
Tactically, this was a series of several projects wrapped into one SOW. Acorio’s provided solution included:
- Configuration of ServiceNow Change Management module with enhancements for company-specific processes
- Advisory hours for consulting on ServiceNow Mobile configuration
- Configuration and set up of a Platform App for the Physical Security and Transportation (PS/T) Team including Agent Workspace
- HRSD Define Phase for HRSD Case & Knowledge, Employee Service Center, and Workday integration followed by an HRSD implementation with 110 HR services and Agent Workspace.
- Providing enhancements and fixing defects in their existing Vendor Risk Management (VRM) solution that was originally implemented by another partner.
Perhaps the greatest challenge was living up to the high standard we set on our last project with this client, but we’re proud to report that the project team delivered an encore performance that matched the first project’s rave reviews. This continued success has since led to two additional signed deals with even more projects on the horizon.
6. Finance App Engine for Multinational Manufacturer
This client was looking to create a comprehensive case management system to deliver a common customer experience for HR and Finance stakeholders. They knew they needed an automated solution to decrease the need for manual intervention and reduce time to resolve cases. Additionally, they sought a robust knowledge base library and a way to improve their Service Performance Measures like CSAT, Speed to Answer, and FCR.
Acorio partnered with this client to create a newly enhanced Case and Knowledge Management system, so that the client’s Accounts Payable team can now efficiently track and manage all internal and vendor concerns, along with a robust knowledge management capability.
Thrilled with the outcome, this client has already started on Release 2, focused on HRSD, which has a planned go live date for later this year. We’re so excited to watch as this client further expands ServiceNow across their enterprise.
Stay tuned for more project roundups throughout the coming months. As one of our favorite content series, we’re sure to be back soon with more successful client wins!
In the meantime, check out our ebook that compiles all of our major wins into one easy location.