ITSM Managed Services Case Study


Business Challenges

  • The client’s implementation of ServiceNow was riddled with bugs. The client wanted a strong partner that could both support and improve the existing implementation as well as configure and deploy additional applications identified to as part of their overall ITIL 2021 roadmap.


Business Benefits

  • Helped drive the redesign of the client’s work-intake model

  • Created ServiceNow Support Manual and established routine system health check to proactively identify issues

  • Transitioned from one-off change implementations to deployments via planned releases

  • Engaged the client testing team to refresh ServiceNow test scripts and to provide support of major releases

  • Deployed releases successfully and timely with no major defects or lost productivity

  • Resolved long standing issues including a Security Design issue which was allowing users to make unauthorized changes

  • Drove effort to upgrade platform from Quebec to Rome, a key milestone on the 2021 project goals


Services Provided

  • L2/L3 ServiceNow system administration services of existing implementation

  • Applications supported :

  • Incident management
  • Knowledge management
  • Change management
  • Configuration management
  • Release management
  • User Administration
  • Asset management
  • Development support for minor enhancements

  • Utilize experience and best practices in service transition and operations processes to continuously improve and stabilize the ServiceNow platform



  • ServiceNow ITSM