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…
This Fortune 200 company is a major player in the U.S. building products industry, serving the residential construction and repair markets through a broad national footprint, a wide product portfolio, and value-added services.
With more than 29,000 employees and over 500 IT staff members, it is a large, operationally complex enterprise where dependable systems and strong internal coordination are critical.
This company was seeking an independent and holistic assessment of its IT ecosystem, particularly across four key practices: Incident Management, Change Enablement, Problem Management, and Knowledge Management.
Through an ITIL Maturity Assessment, we objectively evaluated the capability of each in-scope practice, giving the client a clearer picture of its current state and where focused improvements could deliver the greatest impact.
The more information the better. Everyone should have the resources they need to make informed, easy decisions.
While this company had already implemented robust measures to address major incidents, they recognized the need to refine the effectiveness and efficiency of this practice. They sought to enhance their Incident Management processes to ensure rapid response and resolution, minimizing downtime and improving overall service quality. This drive for improvement led them to seek expert guidance from Beyond20.
In the realm of Change Enablement, this organization had a solid foundation but wanted to go further. They aimed to improve risk management and leverage configuration management to enhance service awareness. They had also recently established Problem Management as a new practice. Eager to implement both reactive and proactive measures, they aimed to prevent major incidents and address root causes more effectively. Through the assessment they hoped to learn how to reduce recurring issues and improve overall service reliability.
Additionally, they had a nascent Knowledge Management Practice that showed promise but had not yet been fully adopted within their IT operations. Recognizing the potential of this practice, they partnered with Beyond20 to develop and implement a comprehensive Knowledge Management strategy. This empowered their IT staff with the information and tools needed to perform their roles more effectively, fostering a culture of continuous improvement and shared knowledge.
In this engagement, Beyond20 provided this company with a complete report on the current status and maturity-capability rating for each of the four practices we assessed. A comprehensive ticket analysis was also completed to observe all incident tickets over a three month period. These findings were then graded on a 5 level Practice Capability Criteria scale from Axelos to assess the practices.
Our experts then crafted strategic roadmaps for this company, prioritizing recommendations for maximum immediate impact, and laying the groundwork for future improvements. These recommendations were carefully structured to break down tasks into manageable phases, ensuring clear and actionable steps towards enhancement. We’ll also continue to meet with the companies leadership on a quarterly basis to review progress made on the roadmap, discuss obstacles faced, and serve as an additional point of accountability.
