A large federal agency sought to administer, fix, and enhance the ServiceNow platform including ITSM, HR, Portal, CDMB. Cask was able to build over a dozen unique custom-built applications that support tens of thousands of end users within the organization today. 

Prior to working with Cask, the agency’s ServiceNow instance had too many customized features that caused undesired behavior within the organization. Employees lacked the ability to support or enhance features without unintentional consequences.

The agency’s technical debt of customized configurations caused lengthy and painful support operations because it was difficult to build upon this convoluted code foundation. Thus, there were too many administrators and not enough governance in place to control production release. The organization’s previous partner did not provide adequate support, nor did they document or improve issues, which resulted in lots of manual, recurring fixes to keep things working.

Cask provided remote admin support, implementing robust platform governance policies and procedures to resolve these issues. This was all done to ensure that only necessary individuals have privileged access to agency information and are making configuration changes according to ServiceNow technical best practices. Controlling the code promotion process to prevent undocumented or unapproved configuration changes or features from being implemented in the production instance limited potential degraded service. Additionally, Cask analyzed incidents and requests related to the customer’s ServiceNow instance to identify recurring issues and opportunities to improve service.

A support team was assigned to our client to help manage releases and control items that were placed into production. A team from Cask built metrics around the platform and applications to track how applications are being utilized within the organization, and the number of issues the agency reported. The support team currently oversees the platform by troubleshooting issues and fulfilling end user requests. 

By coordinating with development teams that are working within the platform to build new capabilities, the support team provides the vital governance enforcement, requiring everyone to follow the same process – ensuring that configurations are tested, approved, and documented before they can be released into the production area.

Cask’s partnership focused on improvement of customer satisfaction to end users receiving ServiceNow support for this federal agency, leading to increased adoption levels of the platform and its services to end users. Since beginning the work, there have been an increase in the number of enhancements completed to existing applications. New and improved dashboards for business stakeholders and executives have also been built through this partnership.

The Cask support team continues to work with our client by updating existing applications and managing instances through clones, upgrades, and patches. The team also provides incident troubleshooting and platform administration with continual focus on iterative improvements for this vital federal agency.

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