After nine years of use, a global conglomerate was faced with the challenge of fundamentally modernizing its ServiceNow instance. The existing solution was characterized by a front end in six languages and numerous individual adaptations that reduced performance and limited maintainability. The instance’s degree of standardization was only 61 percent, and the evolved structures made efficient use difficult. The project aimed to completely relaunch the ServiceNow instance, redefining all central ITSM processes (incident, problem, change, service catalog, CMDB, frontend, interfaces), as well as analyzing, consolidating, and migrating over 1,300 existing services to a future-proof, high-performance environment.
The project was launched with a comprehensive analysis of existing services and processes. In close cooperation with the customer’s departments, the requirements were identified and a strategy for migrating and consolidating existing services was developed. Particular emphasis was placed on the redesign of IT service processes in the areas of incident, problem, change, service catalog, and CMDB.
agineo’s Global Delivery Model and close cooperation with agineo’s strategic partner InfoBeans were central to the efficient implementation of the project. agineo’s Global Delivery Model makes it possible to quickly provide a large number of developers, combining global expertise in one team, while maintaining local project management to ensure close communication with the customer.
Efficient Cooperation with InfoBeans & agineo
A key success factor was the close cooperation with InfoBeans. The team of 13 developers was coordinated by a German agineo project manager, who acted as the central point of contact for the customer. An additional technical manager on the InfoBeans side took over the internal coordination. This dual management structure ensured efficient project execution.
InfoBeans is a global IT services company focused on customized software solutions, digital transformation and ServiceNow implementations. With an experienced team of developers, InfoBeans helps companies worldwide to optimize and scale their IT processes. In the context of this project, the global delivery concept was particularly appreciated by the customer because the access to global talent enabled a rapid scaling of development capacities without compromising the quality or agility of implementation.
Our global delivery model has put us in a good starting position for a project of this scale. Thanks to the agile methodology of our collaboration with InfoBeans, we can scale very quickly while ensuring quality with stable project management in Germany and always staying close to customer needs. – Bastian Pawlik, project manager, agineo GmbH
Based on the initial analysis, the project was implemented in three phases. In the design phase, the requirements gathered in the workshops were recorded as stories and implemented in several sprints according to the Scrum lifecycle.
In the subsequent implementation and migration phase, the services in the areas of user management, hardware, installation, account, mail services, mobile devices, office phones and conferences, smart storage, corporate ID card and certificates, permissions and memberships, as well as extended services, were migrated or completely rebuilt by the development team of agineo and InfoBeans. The particular focus here was on the consolidation and automation of existing services.
After implementation, the new ServiceNow instance was thoroughly tested. The quality and performance of the new ServiceNow instance were ensured by extensive technical tests by agineo and the service owner as well as user acceptance tests (UAT) and system integration tests (SIT) by the customer during the deployment phase. The subsequent go-live was a success,
The complete modernization of the ServiceNow instance led to a significant improvement in performance and a reduction in the number of individual customizations. The restructuring and automation of service delivery and operational processes make them more efficient and provide a stable and scalable foundation for the group’s IT services.
With the introduction of the optimized self-service portal, a one-stop shop for all IT-related requirements in day-to-day work has been created. The simplified design of the central platform is intuitive and significantly increases user-friendliness. Employees are now able to seamlessly order, manage and track their IT products and services, regardless of the provider.
Especially in the area of user administration, the centralization of applications – for example in onboarding, offboarding and transfer packages (these packages include elements such as Windows accounts, email, hardware, etc.) – makes it easier for managers to select and manage items for their employees across the entire employee life cycle.
From the outset, we were committed to a complete relaunch – not a refactoring, but a real fresh start. In implementing this, it was important to us to go beyond simple migration and to put the end user at the center of every decision. – Bastian Pawlik
The standardized IT environment of the new platform ensures higher availability and contributes to the long-term efficiency increase of the group. In addition to the improved usability for 250.000 end users, the consolidation of the more than 1,300 service catalog elements has simultaneously simplified service processes. The standardized IT environment of the new platform ensures higher availability and contributes to the long-term increase in the organization’s efficiency, reaching a standardization degree of more than 95%.
The successful migration of the ServiceNow instance creates a future-proof basis for the further digitalization of the company’s IT services. Thanks to the improved standardization and scalability, the group can react flexibly to new requirements and further develop its IT service strategy in a targeted manner.
The focus of the ongoing collaboration is on continuously optimizing the user experience and the front end of the platform to continuously improve IT services and meet the changing needs of the group. The sustainable relationship between the customer, agineo, and InfoBeans lays the foundation