The Customer
The client, a leading provider of online legal solutions and documents, is a trusted technology platform that gives the world access to professional legal advice. At the time of our engagement, the client was not previously using ServiceNow, and their contract with another company was coming to an end. This is a contract that they did not plan to renew, and they knew that they wanted to adopt ServiceNow.
The Challenge
The client’s current ticketing system was nearing the end of term. They were interested in transitioning their ITSM and HR Onboarding processes to ServiceNow, which is why they turned to GlideFast. With the help of our expert ITSM and HR teams, the solution was expected to help the client manage their ITSM processes, including Incident, Knowledge, and Service Request Management as well as their HR Onboarding & Offboarding processes.
The Solution
The executed ServiceNow solution helped the client streamline their ITSM processes — Incident, Knowledge, and Service Request. They started building their service catalog in ServiceNow based on their catalog from the previous platform with different categories & subcategories for Incident.
The solution further helped the client automate their HR Onboarding & Offboarding tasks to various teams. An integration with their Azure AD and ServiceNow was configured to synchronize their users and groups into ServiceNow. They also designed and implemented a new front-end Employee Center portal to provide their employees a one-stop shop experience for all their IT and HR needs.
Respective ITSM and HR workshops were conducted to gather the requirements needed for a successful implementation. The client accepted the GlideFast Consulting team’s best practices recommendations during the workshops and kept their instance as close to out of the box as possible. There were weekly project status meetings held to provide accurate updates to the customer during the entire process. GlideFast also assisted customers during their UAT with sample UAT test cases and provided support with any questions from their stakeholders. GlideFast’s training team further delivered virtual training sessions and materials on two modules (Incident Management and HR Onboarding).
Results
The ServiceNow solution ultimately automated and streamlined the client’s HR Onboarding process. With the Now Platform, tasks being assigned to various teams are now organized and automated which, in turn, allowed for each team to function more efficiently, knowing what to expect when a task was assigned to them.
The solution also gave their employees a new and improved Employee Center portal, which blended well with the organization’s theme and branding guidelines. The successful implementation of the Employee Center saw an increase in employee and new hire visibility into their respective requests and tasks. A robust knowledge management system further helped case/ticket deflection as employees were now more self-sufficient.
