ServiceNow implementation in just 4 months

Until now, the company has used HelpLine in IT Service Management to control and automate its service processes. As part of a strategic platform decision, it was decided in advance to introduce ServiceNow into the company in general. A first ServiceNow module had already been implemented. ITSM should also run via ServiceNow, to avoid additional costs forHelpLine.

The customer was not satisfied with the partner who had implemented the first ServiceNow product and needed urgent help to make the initial release available as planned. The customer found us through recommendations. Thanks to flexible resource planning, we were able to provide quick support and publish the first ServiceNow release on the planned date. As a result, we received an assignment to plan and carry out the ITSM implementation in a second release.

The big challenge in this project was the time pressure, as there were only 4 months left for implementation before the helpLine licenses expired. In addition, after Corona, the entire implementation of the project was organized remotely. There were no personal meetings.

The task was to integrate the ITSM and ITAM products into the existing ServiceNow landscape — with only one implemented product so far. Using the best-practice implementation methodology “NowCreate” with the project phases “Initiate, Plan, Execute, Deliver, Close”, rapid implementation was ensured. Out-of-the-box versions of Incident Management, Major Incident Management, CMDB, Configuration Management with connected Asset Management and parts of Service Request Management were implemented. The project also included a basic migration of IT asset data to the CMDB.

Comprehensive consulting services were provided for the consistent and future-proof structure of CMDB, Configuration Management and Asset Management, also in compliance with out-of-the-box approaches. Most of the suggestions were implemented as part of the implementation.

After successful completion of the project, exccon was still available to the customer for support activities during the hypercare phase.

This customer success story shows how quickly ServiceNow can be implemented. Within the planned time and in compliance with budget requirements, the implemented products were able to go live. helpLine was shut down on time. User acceptance and user satisfaction were very high right from the beginning.

‍

Since the implementation is based on the out-of-the-box standard, easy maintenance, good expandability and upgradability to new versions/releases as well as little testing effort are ensured. This, in turn, led to lower annual costs for the platform operation. Best practice approaches for implementation were followed, which made it easy for the customer to integrate annual ServiceNow releases such as Yokohama and Zurich with little effort.