Results
4.5 months from project start to go-live
Results
Enhanced employee UX
Results
Increased self-service adoption
Applications
Employee Center
Service Catalog
THE CLIENT
Pioneering innovation in entertainment technology
The client, a subsidiary of a renowned entertainment company, stands at the forefront of the gaming industry, known for its innovative consoles and captivating video games that have delighted gamers worldwide. With a mission to put smiles on the faces of everyone it touches, the client has continually pushed the boundaries of digital entertainment.
This dedication to innovation and excellence made the modernization of its internal request system and service catalog a crucial step in ensuring its internal technology reflects the same high standards it sets in the gaming world.
“Cask provided fantastic catalog and service proficiency, along with subject matter expertise to both advise and guide us through a successful project.”
–Client Representative
THE CHALLENGE
Streamlining complex processes for an enhanced employee experience
The client faced a significant challenge: its employee self-service hub and service catalog, crucial for daily operations, had grown outdated and inefficient. The existing request system powered by ServiceNow Service Portal was IT-centric, making it difficult for employees outside the IT department to navigate and utilize the services effectively. This not only hampered employee satisfaction but also placed unnecessary strain on IT resources, leading to increased technical debt and reduced efficiency in handling service requests.
The client recognized the need for a major overhaul to prioritize employee experience, reduce friction in service requests, and foster a more inclusive, non-IT-centric approach to self-service capabilities.
THE SOLUTION
Crafting a modern, intuitive Employee Center and Service Catalog
The client and Cask stepped collaborated to revitalize the client’s Employee Center and Service Catalog. The project was thoughtfully planned to enhance user experience and drive self-service adoption through the following:
- Migration and modernization: Transitioning the existing ServiceNow Service Portal to the modern Employee Center experience, improving accessibility and user engagement
- Taxonomy and UX enhancement: Redefining the Service Catalog’s taxonomy and user experience to spotlight high-usage services, thereby reducing employee effort in finding and using services
- Critical mass identification: Pinpointing a critical mass of catalog items for initial release, ensuring impactful services were prioritized for a seamless service delivery experience
- Reusable components: Leveraging reusable catalog workflows and components for efficiency and scalability
- Continuous improvement: Establishing guidelines for the company’s ongoing refinement and expansion of the catalog, supported by Cask’s deep dive into governance, process recommendations, and the establishment of key metrics for success
This comprehensive approach led to a significantly improved Employee Center, marked by intuitive navigation, a streamlined service catalog, and an overall modernized employee experience.
Understood our business requirements?
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)?
Provided a high level of expertise in implementing our solution(s)?
THE PARTNER EXPERIENCE
Nurturing collaboration and shared success for 5+ years
The partnership between the client and Cask is cherished, built over five years beginning with a comprehensive platform reimplementation. This enduring relationship has been fortified through various successful projects.
The collaboration shines as a testament to mutual understanding and adapting to the client's evolving needs, reinforcing trust and shared respect. This journey has not only achieved remarkable project successes but has also deepened the bond between the two organizations, setting a foundation for future endeavors.
Associated resources
Let’s Innovate Together!
Request a complimentary consultation from Cask
Cask’s unparalleled expertise is at your disposal to tackle your unique challenges and transform your aspirations into reality. We’ll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.
Your journey to innovation is just a click away. Schedule your meeting with our Cask advisors and become part of the success story that defines your organization’s future.
