ServiceNow’s AI-Native Shift: From Add-On to Built-In
AI Moves Into the Core ServiceNow Experience For the past two years, getting AI capabilities on ServiceNow often meant buying…
The Client
This sovereign tribe, established in 1879, provides comprehensive government services to its community, including, education, health and human services, community development, and public safety, among others.
The Sovereign Tribe had been using Microsoft Service Manager for nearly a decade. However, as their IT needs grew in size and complexity, Service Manager increasingly fell short of their audit and reporting requirements. This shortfall made it difficult for IT leadership to demonstrate the value IT provided to the community and caused them to miss out on crucial grant funding. The constant struggle with inadequate data capture and reporting capabilities left their team frustrated and overburdened, unable to keep up with growing demands.
The Tribe needed a more comprehensive IT service management system that was capable of providing the robust reporting and data capture they desperately needed, particularly around Change and Asset Management. Without these capabilities, they struggled to maintain transparency and accountability, putting their efficiency and critical funding opportunities at risk.
Initially, the Tribe contracted with EasyVista. However, the implementation experience was…problematic…and the project ultimately failed. This failure not only led to wasted resources but also amplified the urgency to find a capable solution. With time running short, the Tribe’s IT team dusted themselves off and made the decision to partner with Beyond20 to implement ServiceNow ITSM.
No community should miss out on opportunities for growth due to technology limitations.
To ensure we prioritized our work in alignment with the areas in which The Tribe was feeling the most urgent pain, we collaborated with a group of IT stakeholders that included IT managers, senior managers, and the CIO to get their candid thoughts on current-state and desired future-state. These conversations came in the form of interactive workshops led by our team of Architects and Business Process Consultants focused on requirements gathering, design, and process optimization.
Our overall task was to replace Service Manager with ServiceNow ITSM within a few months. The goal in phase one was to implement Incident, Service Request, Service Portal, and Change Management. Phase two brought in Problem Management and Knowledge Management. This included configuring the system in accordance with ServiceNow and ITIL best practice, supporting The Tribe through User Acceptance Testing (UAT), end-user training, and go-live complete with the world’s most beautiful cake (if we do say so ourselves).
Following their ServiceNow ITSM go-live, The Tribe opted to engage Beyond20 for continued managed services via a ServiceNow Managed Services package. Through SNSA, The Tribe tapped into Beyond20’s deep bench of ServiceNow experts to provide staff augmentation around ServiceNow development and offer “over the shoulder” advisory. This approach allowed The Tribe to simultaneously knock out its ServiceNow punch list and get its in-house team further ramped up on the system.
With this powerful new technology–built on streamlined, ITIL-based processes–in place, gone were the days of needlessly manual tasks, time consuming workarounds based on tool limitations, and compliance worries. The Sovereign Tribe now enjoys:
Rock solid, sustained compliance: The Tribe now meets federal security regulations for tracking IT work, making them eligible for grants and funding opportunities that were previously out of reach. This enhanced compliance posture not only secures their operations but also provides financial benefits through new-found funding avenues.
Significant reduction in CAB meeting preparation time: Beyond20 helped transform The Community’s weekly Change Advisory Board (CAB) meeting procedures by introducing the CAB Workbench feature in ServiceNow. The Tribe’s Service Desk Manager reports a 75-80% reduction in time spent preparing for and conducting their weekly CAB activities. ServiceNow’s ability to quickly distinguish “late-submission” change requests from true Emergency change requests has led to cleaner reporting data and better decision-making around scheduling.
Faster processing of New Hire service requests: The Service Desk Manager also reports that their newly automated New Hire service request, powered by their Employee Center portal, has led to a 25% reduction in processing time since its implementation in ServiceNow. This reduction in time-to-service not only confirms to new hires that they are valued, it also enables them to be productive much more quickly.
Improved visibility and decision-making: Visibility into IT workstreams has improved with the deployment of the dashboard and reporting tools provided by the Now Platform. IT managers are now empowered to create customized views of their teams’ work, enhancing their day-to-day operations. Additionally, the platform enables leadership to access the global views they need to make sound, data-driven decisions around IT Service Management. The Community has even held several brown-bag sessions focused on dashboard creation since going live.
Better visibility into IT workstreams: With the deployment of new dashboards and reporting tools, IT managers can now create and utilize custom reports to improve both daily reporting and their ability to quickly pull reports for leadership. There is now a global view that allows for sound, data-driven decisions regarding IT Service Management.
The transition to ServiceNow has been nothing short of transformative for the The Tribe’s IT teams, empowering them to more sustainably and efficiently meet the community’s needs.
