American Manufacturer Merges Two ServiceNow Instances

15%

30%

99%

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Summary

A leading American manufacturer, formed after a merger, and faced challenges managing two separate ServiceNow instances. GlideFast facilitated the merger into a single unified ServiceNow instance, streamlining IT operations, aligning with best practices, and optimizing system performance. The solution reduced technical complexity, improved employee experience, and paved the way for future scalability by re-aligning the system with ServiceNow’s Common Services Data Model (CSDM) and leveraging automation to ensure smoother processes across the board.

Navigating the Complexities of Merging Two ServiceNow Instances

The main challenge was the smooth integration of two separate ServiceNow instances into one unified system. The client faced the need to minimize disruptions during the merger, reduce technical debt, align with out-of-the-box functionality, and ensure a simplified and consistent user experience across the newly combined organization. Additionally, careful planning was required to consolidate workflows, standardize processes, and migrate data seamlessly without impacting ongoing operations. Balancing customization needs with the benefits of out-of-the-box features was crucial to ensuring both efficiency and long-term sustainability of the integrated platform.

GlideFast's Comprehensive Solution for Seamless ServiceNow Integration and Migration

GlideFast proposed a comprehensive solution to merge the instances into a single, efficient ServiceNow system. This solution involved a series of steps, including:

Joint Evaluations: Teams from both regions evaluated their existing platforms to identify necessary elements and opportunities for improvement.
Workshops and Collaboration: GlideFast conducted months of development and workshops to ensure proper assessment, testing, and implementation.
Comprehensive Training: The client’s team was trained on the new platform with ServiceNow Guided Tours and the Employee Center.

This collaborative effort ensured the smooth migration and enhanced the overall user experience, empowering the client to maintain seamless operations post-merger.

Key Accomplishments and Operational Improvements Post-ServiceNow Merger

The merger resulted in several key accomplishments, significantly improving the client’s IT operations:

Successful ServiceNow Transition: The migration to the Utah version of ServiceNow was completed with 99% uptime during the transition period, and minimal disruption to day-to-day operations.
Streamlined Help Desk Operations: Two help desks were merged into a unified incident routing system, leading to a 30% reduction in incident resolution time and a 40% improvement in first-contact resolution.
Enhanced Endpoint Management: The client successfully transitioned from BigFix and SCCM to Intune, improving endpoint management efficiency by 25%, while reducing associated overhead costs by 15%.
Improved Security Protocols: The implementation of e-signature Change Approvals with Single Sign-On (SSO) integration resulted in a 50% reduction in approval turnaround times and enhanced security compliance across the organization.
Future-Ready CMDB: The re-alignment of the ServiceNow Configuration Management Database (CMDB) with the ServiceNow Common Services Data Model (CSDM) laid the foundation for future scalability, improving data accuracy by 20% and streamlining integration with other enterprise systems.

By consolidating the two ServiceNow instances into one cohesive system, GlideFast helped the client reduce technical complexity, align with industry best practices, and improve operational efficiency. This project not only facilitated a smoother transition for employees but also set the foundation for future growth and scalability. The merged platform enhances system security, optimizes IT workflows, and provides a unified user experience across the organization, with measurable improvements in incident resolution time, security, and data management.