ServiceNow Strategic Roadmap and Implementation
The project was headed by Ram Krishan Tiwari, an Spectra mind Principal Consultant specializing in IT Service Management and Quality Excellence with more than 18 years of experience delivering IT solutions and certified in ServiceNow.
A small team, which included a developer also certified in ServiceNow, created the project roadmap and delivered the implementation in less than eight weeks. Spectramind ‘s agile approach to technology delivery enabled a very rapid and cost-effective solution, allowing the client company to bring the power of ServiceNow to its end users quickly.
The roadmap began with understanding the needs of the IT organization, which resulted in a very successful implementation of ServiceNow for the company’s incident, change, and request fulfillment processes.
Spectramind implemented and configured ServiceNow to address adaptations of ITIL processes for the company’s needs while avoiding specific customizations that would only add undue complexity to the project. For example, the company’s change-approval process was configured so that managers would be able to approve and finalize project work, and notification procedures were tailored to ensure that managers and end users are kept informed during incident resolution matters.
Approximately 500–600 users across four offices are now enjoying the benefits of ServiceNow. The system is already being leveraged for project management, the Project Office, general computing controls, and auditing functions.
Spectramind’s expertise in implementing ServiceNow solutions enabled more workflow intelligence and robust reporting capabilities to be built into the solution. Tasks can be sent out to various teams for fulfilling parts of a solution; for example, a single onboard request can drive different tasks across the organization that fulfill an entire order, as opposed to the order being one giant task. Dashboard features and refined home pages proved to be critical assets for project and functional management teams.
Because the solution is cloud-based, the need to host and manage internal infrastructure is negated, as ServiceNow hosts the software in its own datacenters. This provides enormous cost savings for the company, allowing the company to apply resources toward managing and improving ITSM processes.
Over time, Spectramind ‘s experience-driven implementation of ServiceNow will allow the company to scale its business without adding more IT headcount, allowing the company to grow and respond to future process needs regardless of its size. As a trusted partner, Spectramind provided best practices, Agile processes, and the depth of knowledge to provide a world-class ServiceNow implementation.