Global Retailer Fast-Tracks ServiceNow Transformation with UK-First Deployment Strategy
Accelerated migration off
legacy systems through
MVP-led rollout
time-to-value and reduced transformation risk
Localized experiences delivered
without compromising global
platform consistency
“I will definitely recommend Everforth GlideFast internally and to anyone else I know. We hope to do HRSD next year and if we do I will request to have the same team.”
Summary
Legacy Constraints and Global Complexity
The organization faced mounting pressure to move off legacy platforms, including Cherwell and SysAid, while supporting distinct operational needs across the UK and US. Key challenges included:
Key challenges included:
- Fragmented intake and service experiences across regions
- Differing operational models, including inbound email handling in the UK
- Late-stage stakeholder changes that introduced new requirements after initial approvals
The result: competing priorities between speed, standardization, and regional flexibility - with no clear path to deliver all three.
Phased ITSM Deployment to Accelerate Time to Value
New to ServiceNow, the client chose Everforth GlideFast due to our expertise and strong reputation as leading ServiceNow consultancy. To break through complexity and drive momentum, the Everforth GlideFast team led with a UK-first deployment, using workshops to quickly define requirements and execute. US stakeholders were engaged early, participating in MVP discussions to ensure alignment while prioritizing speed to transition users off legacy systems.
Core elements of the transformation approach:
- Phased rollout: UK workshops and deployment first, with US stakeholders aligned through MVP participation
- Regional personalization:
- Tailored service catalogs for UK and US
- Distinct intake models (including inbound email for UK)
- Notification frameworks by region
- Single platform foundation: Unified data model with localized user experiences
As complexity increased, the team reinforced governance and maintained momentum - ensuring delivery timelines were not compromised by late-stage changes.
Speed to Value Without Sacrificing Scale
The organization successfully transitioned to ServiceNow while navigating global complexity and evolving requirements. Key outcomes:
- UK go-live achieved in 3 months, rapidly moving users off legacy systems
- US go-live 6 months later, delivering a unified platform experience
- Improved user adoption through regionally relevant experiences
- Scalable foundation established for continued growth and optimization
To sustain momentum, the organization implemented a GlideFast Remote Services (GRS) model, combining certified onshore and offshore resources to continuously enhance the platform and maximize the client’s return on their ServiceNow investment
Products: