Results
Centralized control and improved visibility
Reduced manual workload and improved efficiency
Empowered end users and reduced IT burden with self-service capabilities
Applications
THE CLIENT
Clean energy for a green world
The client is a global energy provider with over four decades of experience in creating greener, smarter, and innovative energy solutions, with a focus on transitioning the world to clean, renewable energy. Its focus is simultaneously global in scale and local in detail as it invests in communities to provide tailored energy solutions.
“I can’t stress enough how much flexibility Cask gave us with this massive replatforming engagement. They felt like a true extension of [of our company] the entire time.”
— Client Representative
THE CHALLENGE
Overcoming fragmented ITAM, ITSM, and ITOM
The client faced challenges with fragmented IT asset management (ITAM) and IT service management (ITSM) processes. Its legacy system was not scalable and didn’t integrate well with other IT tools, leading to siloed data and inefficiencies in tracking assets, resolving incidents, and maintaining compliance.
Indeed, many processes were still manual—e.g., asset management was conducted partially in spreadsheets. This led to delays, inaccuracies, and compliance risks and made audits especially difficult. Further, the company lacked visibility into its asset lifecycle and IT operations, making decision-making difficult and causing delays in incident response and problem resolution.
The client recognized its strong need for better governance and automation to improve operational efficiency. As such, it had several goals:
- Improved ITAM and ITOM processes: Centralized visibility into IT assets and operations
- Automation and efficiency: Reduce manual work, improve response times, and automate asset tracking
- Compliance and governance: Ensure adherence to policies and regulatory requirements
- Scalability and integration: Implement a future-ready solution that integrates with existing tools
- User experience: Create a seamless and intuitive experience for IT teams and end-users
Reviewing these needs and goals, the client knew that it had one option: to implement ServiceNow.
THE SOLUTION
A focus on consolidation and integration
The client chose to implement ServiceNow as it offered a unified platform to consolidate ITAM, ITSM, and ITOM. In addition, the client recognized ServiceNow’s scalability and ability to integrate with existing tools and provide a seamless IT experience. However, it also recognized that the road ahead would be difficult alone.
The client knew that it would need a partner with deep industry expertise and a proven track record in ITAM, ITOM, and ITSM. For that reason and more, the client enlisted Cask NX.
Once on board, Cask NX assessed the client’s immediate pain points, its business-critical needs for automation and compliance, and its need for scalability to expand into other ServiceNow capabilities over time. Based on this assessment, Cask NX tackled the client’s ServiceNow implementation in two phases:
- Phase 1 - High impact and quick wins: ITAM and ITOM to address immediate asset visibility and operational challenges
- Phase 2 - Strategic expansion: ITSM for better service delivery, governance, and automation
As a representative of the client describes it, Cask NX’s plan represented “wonderful project management support with a full-time engagement manager and flexibility for the unknown by structuring this as a program instead of a project.”
Understood our business requirements?
Managed project timeline effectively?
Communicated clearly throughout the project?
Enabled us to manage our ServiceNow applications post-implementation?
Positioned us to achieve our desired business outcomes?
Provided a high level of expertise in implementing our solution(s)?
THE PARTNER EXPERIENCE
Listening to needs and ushering in ServiceNow success
The client achieved everything it had hoped to in its ServiceNow implementation.
- ITAM and ITOM provided centralized control and improved visibility.
- Automation and AI-driven insights reduced manual workload and improved efficiency.
- Compliance and governance features helped mitigate risks.
- Self-service capabilities empowered end users and reduced IT burden.
Along the way, Cask NX proved to be a collaborative and engaging partnership, sharing the client’s commitment to success.
“[Cask] listened to and understood our needs, offering recommendations and guidance when necessary to ensure our team derived maximum value from our investment, with opportunities for growth in future releases,” said a representative. “Importantly, their personnel were knowledgeable and professional throughout all phases of the project development. Training, documentation, and knowledge transfer were concise and effective.”
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