Case Study

Back to ServiceNow out-of-the-box from Customized ITSM

A leading manufacturer of personal care products improves their ServiceNow platform utilization

A leading global manufacturer of personal and health care products reverts its customized ServiceNow ITSM to out-of-the-box (OOTB) functionality for better platform utilization.
Industry: Manufacturing Industry, USA
Technology Stack: ITSM (Incident Management, Change Management, Problem Management), OOTB
Client Overview
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.
Business Problem
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.
To overcome these challenges, they decided to go back to OOTB functionalities and were looking for an expert ServiceNow partner to help them ensure a smooth reversion.
Solution Offered
Our ServiceNow team of experts first analyzed the client’s systems and employed automated tools on their platform to understand its level of deviation from the OOTB functionalities.
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.
Value Delivered
  • Reduced periodical upgrade time from 2.5 months to 1 month.
  • Doubled platform performance and stability.
  • Minimized platform maintenance time and costs.
  • Helped improve the overall user experience
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