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Federal Government Agency: Replaced Remedy with ServiceNow in 12 Weeks

The Objective

In today’s fast-paced business environment, on-premise legacy applications quickly become a hindrance to productivity. The sheer magnitude of time and resources associated with upgrades presents a significant fiscal burden; coupled with expensive licensing costs and heavy customizations leads many organizations to question their investment to maintain a dated solution. A federal government agency with over 28,000 employees found themselves in this exact predicament. The agency was utilizing Remedy, a legacy service management application, that created many inefficiencies – tedious upgrades, lack of reporting, and an overall disjointed experience for its users. To add to this problem, the system was so customized that it crippled their ability to upgrade.

The Strategy

Facing a potential multi-million-dollar Remedy upgrade, the agency realized they needed a cloud-based, enterprise platform to meet the needs of their organization not only today, but in the future. The platform of choice was ServiceNow. To make this transition, the agency looked to a trusted ServiceNow partner to perform the replacement quickly and seamlessly. To accomplish this, Ness worked closely with the project team to document all existing functional and technical requirements. While careful consideration was given to the ensure that existing processes were adhered to, the team also focused on establishing a roadmap that will allow the agency to scale the ServiceNow platform in a way that sets the stage for future growth. Starting with IT for phase 1, the agency was ready to embark on changing the way the entire organization works – anytime, anywhere, on any device.

The Results

What had taken several years to customize in Remedy was built in 12 weeks in ServiceNow. As a result, the agency has embarked on their journey to modernization, driving real business value and making the move from a reactive to a proactive state of service delivery. As part of this initial phase, the agency implemented the following ServiceNow modules, with plans to expand outside of IT:

  • Incident, Problem, Change Management
  • Service Request
  • Service Portal
  • Knowledge Management
  • Service Mapping
  • CMDB/Discovery