A Less-Than-Ideal First Brush with ServiceNow
When the insurance company originally selected ServiceNow to modernize its IT services, the company had high hopes. The company recognized that its current point solutions—mostly Excel spreadsheets—were inadequate for achieving the level of efficiency and control the company was seeking from its IT operations.
Unfortunately, the company selected a partner that couldn’t deliver what the company was seeking. The partner engineered nonstandard REST API integrations using third-party, non-ServiceNow solutions like SNOW, SCCM, and SolarWinds. What the company ended up with was an overly customized solution that flouted ServiceNow best-implementation practices and did not streamline ITSM the way they had hoped.
After discussing options with ServiceNow, the company agreed to give ServiceNow another try, to essentially reimplement the entire ITSM platform from the ground up.
The stakes were high: ServiceNow needed to achieve complete success with this client. It would be the only way to restore the company’s faith in ServiceNow.
ServiceNow’s First Codelivery with Crossfuze
At the time ServiceNow asked Crossfuze to codeliver the project, codelivery was a new partnership model for ServiceNow Customer Outcomes. Crossfuze began by working alongside the ServiceNow team to flesh out a rock-solid strategic vision and implementation roadmap. Crossfuze then successfully took the reins and led the on-the-ground reimplementation of the ITSM platform.
Within just a few months, ServiceNow Customer Outcomes and Crossfuze successfully delivered a rebuilt ITSM platform that achieved all of the customer’s priorities, including the following:
- An ITSM platform rebuilt from the ground up in alignment with ServiceNow best practices
- Reductions in the mean time to identify and mean time to resolve
- Improved visibility over IT operations
“Crossfuze provided strong support, from initial meetings to go-live,” said Andy McLoughlin, account executive at Crossfuze. “Although ServiceNow Customer Outcomes led the planning efforts and developed the scope of work, Crossfuze proactively participated in all of these meetings, providing skill sets, experience, and ideas that complemented ServiceNow’s own team.”
The codelivery partnership was a gamechanger for ServiceNow, proving this new partnership model could work—and deliver mutually beneficial outcomes for the client.
