ServiceNow

Case Studies

Confidential and Proprietary. © 2018 abhra Inc 1

BJ’s
A leading operator of membership warehouse clubs in the Eastern United States

Business Problem Modules

• Departments and employee data is in different third
• Service Catalog
party tools making it difficult to manage resources and
• Service Portal
requests
• Incident Management
• Disparate sources in which catalog items were tracked
• Reports
• Limited visibility into day to day operations
• Knowledge Management
• Complex user interfaces created hindrance to usage
• Platform Features
of tools for request creation
• Dashboards, Workflows
• Email and phone calls became major channels for
• Integration with AD, PeopleSoft etc.
Service Desk

Solution Benefits
• Automated population of resource and departments
• Integrated with third party tools like AD, Peoplesoft
data and built organizational structure
etc. with ServiceNow
• Automated approval and request fulfillment process
• Streamlined Service Catalog and optimized
• Rationalized Catalog and streamlined Procurement
workflows
and Return process
• Rolled out Performance Analytics, Live Dashboards
• Real time status updates on requests and incidents
and Reports
• Optimal utilization of resources
• Implemented Service Portal with customized look
• Enhanced user experience
and feel and simplified request creation processes
• Reduction in Call Volume to Service Desk

Confidential and Proprietary. © 2018 abhra Inc 2

Compass
A world leader in Catering and Support Services
Business Problem
• High request creation times due to complex user
interfaces in Service Portal
• Difficult to use Content Management System
and processes
• Glitches in existing functionalities
• Duplicate and redundant processes and catalogs
Solution
• Revamped Content Management System
• Redesigned Service Portal
• Mobile App integration through REST
• Custom Application design and development
for new service requests for the end users
• Rationalized Service Catalogs and redesigned
request pages
Confidential and Proprietary. © 2018 abhra Inc
Modules
• IPCC, Service Catalog, Content Management
System, Service Portal, Custom App
• Development and Integrations
Benefits
• Reduced number of incidents
• Reduced Service Request creation and resolution
times
• Streamlined and updated Content Management
System
• OMNI channel service delivery
• REST API is an Inbound web service supports
multiple methods
• Uni-Directional Integration of end users to
ServiceNow
3
Albertsons – Phase I
One of the largest food and drug retailers in the United States.

Business Problem Modules

• Corrupted Configuration Management Database

(CMDB) with duplicate records of Configuration
• Discovery
Items (CI)
• Configuration Management Database (CMDB)
• Facing challenges while creating Incident,
• Service Mapping.
Problem or Change requests for a CI as multiple
• Incident Management
records for same CI are being displayed
• Problem Management.
• Unable to populate accurate Business Service
Maps due to redundancies in CI data

Solution Benefits

• Cleaned all the duplicate CI records for all CI
classes using scripts
• Validated the final CI data through manual and
automated scripts
• Built relationships among CIs to populate
Business Service Maps
• Single and accurate source of truth for CI data
• Simplified process for identification of affected
CIs when a change request is raised on a CI
• Streamlined process for Incident and Problem
Management
• Accurate CI tracking and reporting capabilities

Confidential and Proprietary. © 2018 abhra Inc 4

Albertsons – Phase II
One of the largest food and drug retailers in the United States.

Business Problem Modules

• Different departments (HR, Finance, IT etc.) are • Agile Development 2.0
following siloed implementation processes • Change Management
• Manual change process without CAB approvals and • Service Catalog
with NO visibility of impact and risk • Service Portal
• Redundancy in the request processes due to multiple • Reports
and duplicate request forms • Knowledge Management
• Large volumes of calls to help desk for reporting • Platform Features
incidents and lack of streamlined user access • Integration with Truesight, BCM, Verizon eBonding
• Lack of filters in KA increasing resolution time etc.

Solution Benefits
• Uniform implementation methodology across
• Upgraded Projects to Agile Development 2.0
projects being tracked on a single platform
• Built Normal, Expedited Change Processes
• Automated Change Management process
• Rationalized Catalog Items
• Simplified Catalog items and request process
• Configured new request processes for end users in
• Automated request processes for end users
Service Portal
• Easy access to Knowledge Articles
• Streamlined access to Knowledge Articles
• Stable and streamlined processes
• Integrated different third-party tools with
• Single source of truth for reporting and accessing
ServiceNow
any information

Confidential and Proprietary. © 2018 abhra Inc 5

Verizon
A leading American telecommunications company

Business Problem Modules

• Distributed project teams driving a large-scale

• Incident Management
implementation and roll out for different geographies
• Problem Management
• Centralized subject matter expertise did not deliver
• Change Management
expected results at the distributed project
• Service Catalog
implementation level
• Knowledge Management
• Silo implementation teams – with best practices and
• Reports
lessons learned not being shared with the larger
• Service Portal
whole, to be able to create reusable artifacts

Solution Benefits
• Partnered with one of the distributed project teams
• Streamlined delivery of the distributed local project,
in their effort to develop and launch new service
in better alignment with the larger program
offerings as catalog items
• Reduced delivery time through increased
• Complemented the local team's technical skills with
collaboration between the project teams, sharing
our Practice's Subject matter expertise
best practices and use of reusable code artifacts
• Created knowledge repositories of lessons learned
• Increased competency of the project team
and best practices and shared them
• Successfully launched new service offerings as
• Implemented the team development application to
catalog items
increase efficiency of the distributed delivery model

Confidential and Proprietary. © 2018 abhra Inc 6

Activision
A Leading Gamming Company

Business Problem Modules

• CMDB
• Manual change process with NO visibility of impact
• Service Catalog
and risk
• Asset Management
• Compliance with Corporate risk
• Change Management
• Management and policy requirements.
• Okta Integration
• Lack of automation in key business process.
• Change Management
• Challenges on CMDB and asset management.
• Integration with AD, PeopleSoft etc.

Solution
• Automated Change Process enabled by ServiceNow
• Leverage Global Delivery – Cut costs, enable quick
rollout
• Joint project team with Customer Process SMEs and
our Engineering Talent.
• ITIL Best Practices around Change
• By using discovery and Import Set implemented
CMDB and created schedule jobs to send an email
notification on monthly and yearly basis to the asset
owners and their respective asset managers
Benefits
• Automated Change Management solution for three
types of Changes, Routine, Standard and Emergency
• Rolled out in 2 months.
• Created and populated the CMDB
• Integrated the Instance with Okta for Single Sign-on
• Data mapping between IBM BigFix and ServiceNow

Confidential and Proprietary. © 2018 abhra Inc 7

Measured Progress
Education Testing and Certification Platform Company

Business Problem Modules

• Change Management
• Complex and Time Consuming IT Service Management
• Incident Management.
with the existing tool
• Configuration Management.
• Enablement of MP’s new Service Offering around
• Service catalog
Customer Support
• Agile Development
• Single interface to serve both client and employees
• Reports
• Integration with other applications
• Dashboards, Integrations
• Notifications, Knowledge Management.

Solution
• Delivered full stack IPCC on Service-now tool
• Design and implementation of new service catalog
• Leverage Global Delivery – Cut costs, enable quick
rollout
• ITIL Best Practices around IPCC
Benefits
• Multiple outgoing emails in a single SNOW instance
• Internal and external departments in single form with
dynamic features.
• SNOW to SNOW and OKTA Integration.
• Integrated with internal systems for just in time end
customer and user information
• Leverage Global Delivery – Cut costs, enable quick
rollout
• ITIL best Practices around IPCC

Confidential and Proprietary. © 2018 abhra Inc 8

Jefferies
An American Global Investment Bank and Institutional Securities Firm

Business Problem Modules

• Move Change Management and CMDB from Remedy

• CMDB
• Lack of configuration database and CI mapping
• Change Management
• Vast network devices and applications made it
• Test Management Plugin
impossible to keep track of data source and
• LDAP Integration
configuration items.
• Splunk Integration
• Inefficient Change management Processes

Solution Benefits

• Designed efficient CMDB • Flexible Administration and service delivery

• Defined relationships among the CI’s
• Automated the change management process with
workflows and automated event triggers
• Leverage Global Delivery – Cut costs, enable quick
rollout
• ITIL Best Practices around IPCC
• Easily understandable environment of CI’s and
their relationships.
• Generation and distribution of accurate and exact
CI Information
• Simplified Change management process
• Quick time to market

Confidential and Proprietary. © 2018 abhra Inc 9

HBG
A Publishing Company

Business Problem Modules

• Change Management
• High request creation times due to complex user
• Incident Management
interfaces in Service Portal
• Service Catalog
• Difficult to use Content Management System and
• Reports
processes
• Notifications, Workflow, Integrations
• Glitches in existing functionalities
• Duplicate and redundant processes and catalogs

Solution
• On-Going value management through Global
Delivery model
• Implementation of ServiceNow user license
management
• Suggested and implemented Data Archiving
• Well defined process for SNOW Instance
Management
Benefits
• Optimized ServiceNow License usage
• Smooth & hassle free upgradation
• Automated audit controls and reports
• Measurable and transparent data
• Maintain data for auditing
• Implemented JIRA Integration and Customized
Support Operation Model

Confidential and Proprietary. © 2018 abhra Inc 10

Amazon Web Services
A subsidiary of Amazon.com that provides on-demand cloud computing platforms

Business Problem Modules

• AWS customers wants to manage and monitor their Custom Applications:

public cloud workloads in a self-service fashion. • Incident Management
• Facing challenges with their Application Management • Service Request
and Application Migration • Cloud Management
• Enterprise customers are having to manage and • Notifications
monitor their public cloud workloads through Service • Change request
now

Solution Benefits

• Created an AWS Managed Services Integration App

which will allows them to still continue using their
Snow driven ITSM/ITOM practices
• The AMS ServiceNow App will automates the process
of dispatching work from ServiceNow to Amazon
Managed Service where work will be fulfilled
• Leverage benefits of cloud lifecycle management as
managed by AWS Managed services offerings.
• Enable create/update/close AMS RFCs via
ServiceNow

Confidential and Proprietary. © 2018 abhra Inc 11

 Copyright and Confidentiality Notice

Copyright © 2018 by abhra Inc. All rights reserved. This document is protected under the copyright laws of United States, India,
and other countries as an unpublished work and contains information that shall not be reproduced, published, used in the
preparation of derivative works, and/or distributed, in whole or in part, by the recipient for any purpose other than to evaluate
this document. Further, all information contained herein is proprietary and confidential to abhra Inc and may not be disclosed to
any third party. Exceptions to this notice are permitted only with the express, written permission of abhra Inc.

abhra Inc
4320 Winfield Rd.
Suite 200
Warrenville, IL 60555
Tel: (314) 720-4402
Email: info@abhrainc.com
http://abhrainc.com

Confidential and Proprietary. © 2018 abhra Inc 12

 Thank You

Confidential and Proprietary. © 2018 abhra Inc 13