The client’s IT operations had to gain speed and flexibility to support the existing portfolio of products, services, customer and internal application features and creating a system for accelerated introductions. The client’s existing service management tool could not support mobility, interoperability, or other digital requirements.

While the cloud-based ServiceNow was selected as a replacement ITSM platform, implementing it involved several complex issues. Because of the myriad of legacy systems, the client was operating multiple different user systems and interfaces. The implementation would require integration of the platform’s capabilities with those and other existing systems. The ServiceNow tool would replace some legacy tools, and integrate with others to provide a consolidated service management portal. Various workflows and features in the ServiceNow platform would need extensive customization to meet the client’s business and IT Compliance and Governance requirements.

To better achieve this goal, the client realized the need for implementing a single platform for self-service and collaboration to improve their internal SLAs. The goal was to improve monitoring and case resolution for more than +150K unique IT assets. The implementation will provide a birds-eye view of all IT assets to be supported, plan, and execute future technology refresh activity.

Agility Technologies was brought in as the System Integrator to implement ServiceNow ITSM for integration with legacy applications and intelligent workflows to manage the support process.

Agility carried out the customization and implementation of the ServiceNow platform. The modules implemented were Incident Management, Problem Management, Change Management, Knowledge Management, Release Management, Service Request Management, Governance, Risk and Compliance, Service Catalog, Reporting, and Service Level Management.

Agility also fully managed data migration of ServiceNow from Jakarta to Kingston version. The ITSM platform was integrated with different client systems like HP Asset Manager, Core Services, Airwatch (VMware Workspace One), Oracle NetSuite, and mobile device management platforms of Apple (DEP), Samsung (KNOX), Android (EMM). Device initiation, changes, and upgrade services were integrated with portals of AT&T, Verizon, Tmobile, and Sprint. Asset movement and tracking were managed by integrating the ITSM platform with logistic companies like UPS, FedEx, and DHL.