Case Study

Beyond Migration: ServiceNow Platform Optimization for IT Excellence

A legal non-profit boosts productivity and service quality through tailored enhancements to ServiceNow ITSM & ITOM

Beyond Migration - Enabling Effective Utilization for IT Excellence

A leading legal advocacy organization moves past legacy systems and embraces modern workflows through ServiceNow platform optimization. This results in 50% process automation and real-time analytics for unparalleled IT efficiency.

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Industry & Region: Legal Services; Atlanta, GA
Tech Stack:  UX/UI: ITSM portal with Virtual Agent; Integration: Active Directory (SSO), Microsoft Intune; Analytics: ServiceNow Performance Analytics; Platform: ServiceNow

Key Results

100%

Improved service lifecycle management

40-50%

Process automation

A Robust Foundation

For future integration with third-party tools

 

Client Overview

Our client is a non-profit legal advocacy organization focusing on civil rights and public interest litigation. They are recognized for their efforts in protecting vulnerable communities by combating hate groups and promoting tolerance education.

Business Challenge

The organization’s legacy system had been putting a strain on resources and impacting service quality, prompting a strategic move to ServiceNow. However, due to limited in-house ServiceNow expertise, they struggled to fully leverage the platform’s features, hindering progress toward their IT service management goals.

Key challenges included:

  • Limited employee exposure to a modern workflow management software
  • Lack of familiarity with ServiceNow’s features, functionalities and best practices
  • Challenges with user authentication, resource access, and centralized access control
  • Slow incident response times, inconsistent ticket routing, and escalation delays
  • Email overloads, decreasing productivity and delayed response to security threats
  • Weak data security posture and absence of role-based access controls.

To address these challenges and maximize the value of their ServiceNow investment, the organization needed expert support for effective platform utilization, streamlining processes, and aligning IT operations with business goals.

Solution Offered

With KANINI coming on board as a trusted ServiceNow partner, our team of experts tailored ServiceNow IT Service Management (ITSM) and IT Operations Management (ITOM) modules to modernize their operations and solve several bottlenecks in the process flow. Here’s what we delivered:

  • Seamless implementation of ServiceNow ITSM with virtual agent and ITOM with Discovery and Intune integration. This enhanced visibility and control over end-to-end service management lifecycle.
  • Deployment of Virtual Agent chatbots to enable automated self-service for common customer queries and IT incidents.
  • Active Directory integration with Single Sign-On (SSO) for secure, streamlined, and role-based user access.
  • Development of interactive dashboards to track agent productivity and KPIs, enabling data-driven decision-making and continuous improvement.
Value Delivered
  • 40-50% Task Automation: Auto-assignment of tickets, workflow-driven approvals, and inbound email action reduced manual effort and improved agent productivity.
  • Improved Collaboration: ServiceNow’s centralized, standardized service management platform enabled smoother coordination between IT and customer service teams, supported by automated workflows, SLA tracking, and proactive notifications.
  • Real-time Reporting: Live dashboards provided actionable insights into ticket volumes, SLA compliance, agent workload, and customer satisfaction.
  • Enhanced Security: Clear separation of data and workflows for different studios improved security and operational clarity.
  • Future-ready Platform: Established a robust and scalable foundation for future integration with other enterprise systems and third-party tools.

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