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ServiceNow ITOM Discovery and ITSM Solution

Government Services Contractor Successfully Merges Two Companies with ServiceNow ITOM and ITSM

The Customer

The client, an American government and commercial services contractor, wanted to implement various ServiceNow products. They weren’t previously using ServiceNow; however, they acquired a company that had been using ServiceNow for several years. Instead of using the original instances, they purchased new ones. These products consisted of Incident and Change Management, Service Catalog, Service Portal, Mobile Agent, and Virtual Agent.

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The Challenge

Due to the limitations imposed by licensing constraints, the client faced a significant challenge when two merging companies required their expertise to seamlessly integrate their operations within a compressed timeline. Recognizing the urgency of the situation, they entrusted our team with the crucial task of bridging the gap and harmonizing the IT infrastructure of both organizations. The overarching objective was to establish a unified and streamlined IT Service Management (ITSM) tool that would cater to the needs of both entities. 

The Solution

To meet the client's needs, our team proposed and implemented a comprehensive solution within an escalated timeline of one month. The proposed solution involved leveraging ServiceNow's out-of-the-box capabilities as much as possible. The following implementations and integrations were included:

  • Incident Management: We established and deployed robust incident management procedures to effectively handle and resolve IT incidents with optimal efficiency.

  • Change Management: We established structured change management workflows to guarantee the controlled and seamless execution of modifications.

  • Service Catalog: We revamped the service catalog, enhancing it with a user-friendly and intuitive interface to facilitate service requests with a modernized approach.

  • Service Portal: We created a user-centric service portal to elevate the overall user experience and simplify self-service capabilities.

  • Mobile Agent: We implemented a mobile application specifically designed for field technicians, enabling them to conveniently access and update incidents and tasks while on the move.

  • Virtual Agent: We deployed a virtual agent to automate the handling of frequently asked questions and assist users in navigating the knowledge base through interactive guidance.

To complete the project, the team conducted weekly meetings with the client to discuss progress, address any issues, and gather feedback. Training sessions were conducted to ensure the client's IT staff and end-users were familiar with the platform's usage. Testing was performed to validate the functionality and stability of the implemented features.


The project was completed within the one-month timeline from kick-off to delivery. The outcomes and accomplishments include:

  • Successful implementation of the ITSM tool within the desired timeframe.

  • Maturing the client's processes to align with ITIL standards.

  • Modernization of the service catalog, improving usability and accessibility.

  • The mobile app's introduction allows field technicians to perform their tasks efficiently.

  • Virtual Agent implementation providing an automated and user-friendly way for end-users to navigate the knowledge base.

  • Migration from the acquired company’s ServiceNow instances to the new system shortly after go-live.

The successful implementation of a consolidated ITSM tool allowed the merging companies to realize numerous benefits. The streamlined and standardized processes enhanced operational efficiency, eliminating redundancies and reducing costs. Additionally, the unified tool enabled better visibility and reporting capabilities, empowering management to make data-driven decisions and align IT services with strategic business objectives.

The client expressed interest in a recurring partnership. During the next budget cycle, they plan to engage with us to implement ServiceNow Customer Service Management (CSM) and Asset Management, addressing their biggest pain points in those areas.

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