Results
6 months from project start to go-live
Fully decommissioned legacy system
Improved employee self-service
Centralized incident and change management
Applications
THE CLIENT
Delivering critical public services through innovation
The client serves over 1.3 million residents with a wide range of services across infrastructure, justice, health, and safety. As part of the state and local government ecosystem, the client is committed to operational excellence, transparency, and community engagement. In support of this mission, the client pursued a modern IT service management platform to deliver better, faster services to both internal users and the community at large.
“We could not have done this without Cask. They were committed to providing what we asked for. They went above and beyond on such a difficult migration to a new system—all while in a landscape of skeptical adopters.”
—Client Representative
THE CHALLENGE
A legacy system holding progress back
Before engaging Cask NX, the client relied on a legacy service management platform as its primary IT ticketing system. However, the system’s limitations were becoming more pronounced. With a growing need to streamline IT operations, improve service levels, and deliver greater organizational value, the client recognized that the platform could no longer support its long-term vision. The platform lacked the flexibility and functionality to meet the client’s evolving needs, and maintaining it meant holding onto legacy processes that increased administrative burden and stifled service innovation.
The client faced several key challenges: decentralized incident and change management processes, limited self-service capabilities for employees, and minimal visibility into performance metrics and reporting. These inefficiencies affected both end users and IT teams, creating bottlenecks and making it difficult to respond to internal service requests with speed and consistency. The client knew it was time to move toward a modern solution that could help consolidate, automate, and digitize core IT functions.
Recognizing that success would depend not just on technology but also on adoption, the client needed a partner who could guide the organization through the entire transformation — from platform implementation to organizational change management. The goal was clear: fully transition from the legacy system to ServiceNow ITSM and go live by February 2025.
THE SOLUTION
Seamless ServiceNow ITSM Implementation
To bring this vision to life, the client selected Cask NX, an Elite ServiceNow Partner, to lead the implementation of ServiceNow IT Service Management (ITSM). With a proven track record and refined methodology, Cask NX applied its Cask Value Delivery Methodology (CVDM), integrating agile practices and ServiceNow’s Now Create framework.
The project included a full platform configuration and a complete migration away from the legacy system, with features and capabilities designed to improve efficiency, user experience, and insight across IT services, including the following:
- Core ServiceNow platform configuration with Azure AD/SSO integration
- Incident management, change management, and knowledge management
- Request and service catalog development
- Self-service portal built on Employee Center Pro
- Service Operations Workspace implementation
Cask NX also provided training support, operational enablement, and organizational change management consulting. This holistic approach helped ensure a smooth transition by preparing stakeholders for the new platform and encouraging adoption at every level.
With these efforts in place, the client achieved its goals:
- Improved efficiency through process automation
- Streamlined service desk operations with centralized tools
- Enhanced employee experience through a modern self-service portal
- Greater insight through out-of-the-box dashboards and reporting
The project was delivered on time, reaching go-live in February 2025 — just six months after project initiation. The legacy system was fully decommissioned, and the client’s IT operations are now positioned for long-term success and scalability.
Understood our business requirements?
Communicated clearly throughout the project?
Positioned us to achieve our desired business outcomes?
Provided a high level of expertise in implementing our solution(s)?
Overall, how would you rate your experience on this project?
THE PARTNER EXPERIENCE
A shared vision and strong collaboration
From the outset, the client viewed Cask NX as more than a vendor—it was a trusted advisor and collaborative partner. Stakeholders noted that Cask NX listened closely to their needs, responded with tailored solutions, and remained committed throughout the complex migration process.
Through consistent communication, adaptability, and shared accountability, the partnership helped overcome early skepticism and drive meaningful change. The client now looks ahead to future phases of its digital transformation, confident in the foundation that has been established.
Associated resources
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