Prevented unnecessary additional costs by minimising customisations to the software, and mapping out both the MVP and future capability.
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ENSURING PROGRAMME SUCCESS
Taking the smoother path to big systems change.
As a trusted partner, the client could be confident that full responsibility for the project’s success lay with us. We owned the risk, and the client relied on our experience to ensure success.
- AUTHOR|ORG
- DATE|12 Sep 2022
- READ TIME|1
We streamlined 5 disparate IT systems into
1
simple, consolidated IT service tool
Employees rated our IT service chatbot
88%
for satisfaction
Cut hiring onboarding time by
30%
to boost talented teams
The Challenge
A leading cyber security company had a range of bespoke tools to manage its internal IT service and support operations.
They needed a simpler, single-view system to better serve its highly talented teams, and a trusted partner to implement it.
The Insight
Simplification empowered by specialist design.
A recognised solution like ServiceNow would simplify the IT service desk but success depended on specialist design, development and positive change management to meet the company’s unique requirements.
The Objective
The key objective was to integrate and implement the ServiceNow platform effectively. As a partner to the client, we took full ownership of delivery, informing decision-making, providing assurance and advising on best practice.
We also helped manage a third party integrator to meet essential requirements, KPIs and roadmaps.
Blake Griffin
When it comes to change it’s the people that matter. The technology was robust, but success lies in engaging people to adapt.
Blake Griffin
Partner
The Solution
As a trusted partner, the client could be confident that full responsibility for the project’s success lay with us. We owned the risk, and the client relied on our experience to ensure success.
Our clients are cyber security specialists, so investing their own time and resources integrating Service Now made little sense. An initial third party integration had hit some obstacles, so the client called on our expertise to help get the programme on track and manage the change.
Our senior level Service Now expertise meant we could reassess the scope and detail of what the client leadership team really needed.
Our analysis increased an initial MVP of 37 requirements to 325 to best serve the company, and provided transparent and detailed integration costs and benefits.
By transferring our knowledge effectively and enabling the client to make informed decisions, we were able to drive progress and implement strong governance, structure and controls. We transformed day to day management and aligned requirements with outcomes to achieve key milestones.
Industry
Services
Results
SAVED ON COST
KNOWLEDGE TRANSFER
Shared platform expertise to empower client decision-making, user training and third-party collaboration.
BEST OUTCOMES
Successfully balanced the need for delivering to fixed timescales, with the importance of getting the user experience right.
INCREASED ADOPTION
Managed change successfully, and worked with the client on new projects, such as improving hiring and onboarding systems.
ABOUT
We believe there is always a smarter, more collaborative way to do things. So we have designed and built a company that aims to humanise the experience of transformational change for organisations.
We know that if we gather the most authentic, intelligent and inventive people and put the latest technology in their hands, there is no problem they can’t solve or business they can’t help transform and grow.
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