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ServiceNow Customer Service Management Implementation

IT Service Management Company Large IT Service Management Company

The Customer

The customer is a leading provider of Managed and Co-Managed IT, Cybersecurity, and Private Cloud Services. This US-based IT service management company prides itself on white glove service supporting life science clients. 

The client was looking to implement a best practice solution utilizing the ServiceNow platform based on vendor and industry best practices in order to replace autotask.

Image by Štefan Štefančík-2

The Challenge

The client's data was in multiple tools. They also needed standardized processes such as procurement, incident, and resource management. These challenges were impacting their customer experience massively.​

They wanted GlideFast to provide guidance and leadership in evaluating and making recommendations throughout the implementation of ServiceNow. The focus of this implementation is to ensure a better customer experience by leveraging the ServiceNow Customer Service Management (CSM) module. 

The Solution

GlideFast collaborated with the client's team to streamline their processes and implemented configurations for the following processes:

  • Standard Case​

  • User Management Case ​

  • Strategy Case ​

  • Procurement Case ​

  • Incident to Case​

  • Integrations ​


The ultimate goal was to streamline processes and implement configurations using ServiceNow CSM

Additionally, GlideFast set up weekly meetings with the client to ensure they were able to conduct process design sessions. To guarantee success, GlideFast also set up a technical session to determine detailed requirements. Additionally, there were meetings with providers for third-party service application integrations, training sessions, and tests to remediate defects and gather enhancements. 


After approximately nine months, GlideFast configured more than 235 artifacts including tables, UI actions, client scripts, business roles, and workflows.​ They also configured ServiceNow virtual agent as an intake, leveraged by a customer from the customer portal in order to have an intuitive means of searching for knowledge and submitting requests.​ In addition, they implemented 10 application integrations with ServiceNow by collaborating with clients' service providers.

The client is still engaged with GlideFast to perform enhancements after completing this implementation through our GlideFast remote support services (GRS).


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