Platform relaunch: 10 years with ServiceNow

Impressive transformation: From user portal to sustainable out-of-the-box platform

After 10 years of ServiceNow, our customer was faced with the challenge that the user-friendliness of the instance had fallen due to many individual adjustments and an aging user portal and that maintenance was now a complex challenge. The search for a comprehensive solution led to an astonishing result: the complete relaunch of the platform with the aim of achieving the out-of-the-box standard in the best possible way. The renewed implementation of ServiceNow was a resounding success that made the company fit for the future.

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Über den Kunden

mechanical engineering

Branche

global

Standorte

over 5,000

Mitarbeiter

over 1,000 million EUR

Umsatz pro jahr

Einesetzte Tools:

ServiceNow (Incident, Change, Problem, Request and Asset Management, Employee Center)

Ausgangssituation

The core competence of our customer, a traditional company and industry leader, lies in the development and production of innovative and economical systems and associated plants. Legally independent companies support new developments, operational business and customer service in various market segments.

ServiceNow has been an indispensable tool in daily business operations for a decade. Numerous adjustments have been made over the years to meet company requirements. But over time, it became increasingly clear that the system was very complex and no longer sustainable due to the extensive customizing process and had lost usability. Many of the individually implemented functionalities are also now included in the out-of-the-box standard.

Warum wurde exccon ausgewählt?

Since the first steps in the company's ServiceNow journey, exccon has repeatedly been engaged as an implementation partner to optimize the customer's ServiceNow instance and adapt it to constantly changing needs. The decision to choose us as a long-term partner also for the relaunch of the platform was based on the trust that this regular customer has had in us over the last 10 years.

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Herausforderungen

Although the adjustments made over the years proved necessary to optimally represent the processes, they led to a complex network of functions and interfaces. The user portal, once the gateway to the company's digital processes, was getting old and no longer user-friendly. The integration of new out-of-the-box functionalities proved to be a hurdle that could only be overcome with considerable effort.

On the 10th anniversary of use, it became clear that the ServiceNow system in its existing form no longer met the requirements of a future-oriented corporate landscape. Workflows were difficult to implement, and the agile adjustments needed to keep pace with changing market conditions were almost impossible.

Lösung

The ServiceNow platform was implemented a second time at the customer company - close to the Out of the Box standard. This restored usability and opened up new paths for agile adjustments and innovative functionalities. Our customer company remains convinced that ServiceNow is the platform of the future.