Legal Services Provider Levels Up with ServiceNow HRSD & ITSM Transformation

25%

40%

85%

"The results speak for themselves — streamlined workflows, improved employee satisfaction, and a platform that sets us up for future growth."

Summary

Overcoming Challenges in ITSM and HR Operations

Innovative Solutions Delivered with ServiceNow

GlideFast’s team designed and implemented a comprehensive ServiceNow solution tailored to the client’s needs. Key highlights of the solution included:

Centralized ITSM Processes: Streamlined incident, knowledge, and service request management with a service catalog built to mirror their previous system's categories and subcategories.
Automated HR Workflows: Integration with Azure Active Directory enabled automated onboarding and offboarding processes, ensuring tasks were assigned efficiently to the relevant teams.
Customized Employee Center: A branded front-end portal provided employees a one-stop platform for their IT and HR needs, enhancing visibility into tasks and requests.

The process included workshops to gather detailed requirements, adoption of best practices to maintain simplicity, and extensive user training for smooth onboarding.

Key Metrics Achieved in ITSM and HRSD Transformation

The implementation of ServiceNow resulted in a significant transformation for the client. Manual inefficiencies were replaced with streamlined, automated processes that empowered both employees and HR/IT teams. The centralized Employee Center boosted employee satisfaction, and the automated workflows improved productivity and reduced errors across the organization.

The measurable improvements achieved across the client’s ITSM and HR operations include:

Automation Rate: 85% of HR onboarding and offboarding tasks were automated, significantly reducing manual interventions.
Resolution Time Improvement: Incident resolution times were reduced by 40%, enhancing the efficiency of IT operations.
Employee Portal Adoption: Over 90% of employees utilized the new Employee Center within the first month, reflecting high engagement and satisfaction with the new system.
Knowledge Management Success: A 25% reduction in ticket volume was achieved as employees used the knowledge base to resolve issues independently.

These metrics underscore the success of the ServiceNow transformation, which not only streamlined workflows but also boosted employee engagement, productivity, and overall operational efficiency. GlideFast Consulting’s expertise in ServiceNow enabled the client to achieve a modernized, efficient, and scalable system that supports their continued growth and commitment to delivering accessible legal services.