This case at a glance
| Client | Major information and communications company (trading company group) |
|---|---|
| Challenge | ServiceNow used only in some departments |
| What we did | Development lectures, a PoC environment, and support for requirements definition |
| Products | ServiceNow (App Engine, Now Assist for Creator) |
| Duration | 2 months |
| Results | Wider use across the company and a foundation for internal development |
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About the client
• Industry: Major information and communications company (part of a trading company group)
• Company overview: The client delivers and operates applications it develops in house, and handles a wide range of work related to software, including environment setup requests and incident response. -
Challenges
• Slow internal rollout
ServiceNow use was limited to some departments, and the client needed an initiative to roll it out across the company.
• Limited developer training
App Engine and LCA (Low Code Application) were used only to a limited extent, and the client saw challenges in building developer skills.
• Lack of internal understanding and promotion
Internal promotion of the value and use cases of ServiceNow had not been sufficient, and the client needed initiatives to improve understanding.
• Differences in business requirements and operational design
Business requirements and operational design differed between departments, and the client needed an initiative toward unified implementation and operation. -
Solution
• Introducing an internal development support plan
We introduced regular meetings and development lectures to provide ongoing technical support and help the client roll out ServiceNow internally. In line with the client's requests, we strengthened training on App Engine and LCA, and helped the developers become able to work independently through development lectures, support for creating documents, and answers to their questions. We also gave lectures on how to use Customer Service Management (CSM) and Agent Workspace to promote their use on site. In addition, we introduced new features such as Generative AI (Assist for Creator), helping the client use ServiceNow and learn about new features.
• Promotion and strategic advice
We reviewed content at regular meetings and gave strategic advice on internal promotion, helping to improve understanding.
• Setting up a PoC environment and supporting verification
We set up a PoC environment and supported research, helping the client carry out practical verification.
• Organizing operations by department and supporting requirements definition
We helped organize operations and define requirements for each department, including creating business flows. -
Results
• Better internal understanding and wider use
Through promotion initiatives, understanding of ServiceNow deepened, and the client was able to expand its use within the company.
• Organized business requirements and standardized operational design
Organizing business requirements for each department advanced the standardization of operational design and helped make operations more consistent.
• Faster implementation decisions with a PoC environment
Through verification in a practical PoC environment, the client was able to put in place a structure for making implementation decisions quickly and smoothly.
• Stronger collaboration and momentum through a PMO structure
Setting up a PMO structure strengthened collaboration inside and outside the company and helped the project move forward smoothly.
• A foundation for internal development in a short period
Two months of support established a foundation for internal development and enabled continuous improvement.
