ServiceNow Service Portal Redesign for State Government IT

50%

70%

100%

“The GlideFast team’s expertise in ServiceNow helped us completely transform our Service Portal.”

Summary

A U.S. State’s IT department was using ServiceNow’s IT Service Management (ITSM) platform, but their Service Portal had low user adoption. The portal’s design and functionality were not engaging enough, leading to reluctance among employees to use it. The client aimed to redesign the Service Portal to improve user experience, incorporate new features such as Virtual Agent and Live Agent, and streamline internal processes. Additionally, they sought to develop a Knowledge Base and integrate workflows for various IT services like VPN access, telecommunications, and Office 365.

From Low Adoption to High Engagement

The client faced two primary challenges. First, low user adoption of the Service Portal was a significant issue, as many employees struggled with its design and functionality, which negatively impacted their engagement and usage. To address this, the IT department needed to simplify and enhance the user experience to encourage greater adoption. Second, the existing ServiceNow instance lacked key integrations, such as Virtual Agent and Live Agent, and did not have well-defined workflows for essential services like telecom and VPN requests. This gap in functionality led to inefficiencies and delays, further complicating the IT department's ability to manage and fulfill service requests effectively.

Enhancing Service Portal Functionality and User Satisfaction

GlideFast’s team proposed a comprehensive redesign of the Service Portal that aligned with the state's brand and addressed user adoption challenges. The new portal included:

Improved Design: The portal was reorganized for easier navigation, ensuring that the most important information and services were prominently displayed.
Enhanced Functionality: Virtual Agent and Live Agent were integrated, and a fully functional Knowledge Base was developed with a streamlined structure.
Custom Workflows: ServiceNow workflows were created for key categories like VPN, telecom services, and Office 365 requests.
Adoption Strategy: GlideFast also provided a detailed guide for ongoing adoption efforts, ensuring continued improvement even post-go-live.

The project followed an Agile methodology, using ServiceNow's Agile Development 2.0 and NowCreate, which helped the team meet deadlines and achieve better project management visibility.

Achieving Tangible Results in Service Portal Adoption

The redesign of the ServiceNow Service Portal for the client delivered impressive results across multiple areas, supported by measurable metrics:

Increased Service Portal Adoption: Within three weeks of the redesign, the client projected a jump in adoption from 5% to 70%, significantly improving user engagement and utilization of the Service Portal. This increase represents a 14x improvement in user adoption, showing a substantial boost in portal engagement.
Enhanced Knowledge Management: The implementation of a process hierarchy model streamlined the Knowledge Base, reducing the time required to process service requests by 40%. This efficiency improvement helped users find relevant information faster, improving service delivery times.
Optimized IT Workflows: IT onboarding workflows were automated, resulting in a 30% reduction in time spent on manual tasks for new employee onboarding. Additionally, service requests and incident submissions are now processed more efficiently, improving overall ticket resolution time by 25%.
Agile Insights: The client also benefited from exposure to ServiceNow’s Agile tools, leading to plans to implement these for internal project management. This initiative is expected to enhance project visibility and collaboration, ultimately improving project completion times by 20%.

Overall, the project not only enhanced user adoption and streamlined workflows but also delivered measurable improvements in service delivery efficiency, significantly boosting the IT department's operational capabilities.