Our client is a leading global company that manufactures personal care products such as facial tissues, toilet paper, utility wipes, and so on. The company is committed to making a positive impact on people’s lives across the world with its products.
Our client had implemented ServiceNow ITSM (incident management, problem management, and change management) to oversee and streamline their IT service operations from a centralized platform. Over the years, they customized the “change management” application in their ITSM module – modified out-of-the-box (OOTB) functionalities such as workflow, UI policies, business rules, etc. – extensively to meet their complex business requirements.
However, as the business evolved, the extensive customization hampered platform performance and management, increased platform maintenance costs, and deteriorated user experience. Furthermore, due to these customizations, upgrading their platform to the latest version of ServiceNow consumed more time and effort, and accessing the new features became a hassle.
Subsequently, our team set up a new ServiceNow instance with OOTB scope and duplicated the client’s current instance. We then implemented a bi-directional data replicator to move the data and the user groups from their current duplicated instance to the new OOTB instance. This prevented potential operational disruptions and downtime.
Post the successful migration of data and user groups, the customized platform was abandoned, and the new instance was made active. As a result, the client was able to execute ServiceNow upgrades faster, improve platform utilization, reduce platform maintenance costs, and increase operational efficiency.