Results
SAM ready ahead of schedule
New UX/UI solution
Heightened operational efficiency
Reduced software costs/optimizing spend
Applications
THE CLIENT
Supporting the framework of the county
The client is a county government that serves multiple departments that support the needs of millions of residents. Its services include information security, innovation leadership, and enterprise application and database management.
For years, the client had relied on ServiceNow to meet its operational needs. However, there was a commitment to progress, with a focus on enhancing asset lifecycle management and expanding technical capabilities to better serve the community.
“The level of communication and support from Cask throughout the whole process was outstanding. I have been used to slow and/or limited responses from other partners before coming to [client’s name], so it was a refreshing change of pace to work with the Cask team. Thank you for being outstanding.”
—Client Representative
THE CHALLENGE
Expanding ServiceNow to improve business services
As the client expanded its ServiceNow platform, it identified a critical need for additional skilled resources to provide ongoing ServiceNow product administration and enable the county personnel to sustain the successful operation, support, and enhancement of its ITAM solutions.
To best position itself for success, the client enlisted Cask NX to redefine its business services, offerings, and commitments.
THE SOLUTION
Providing ongoing support and resources for successful execution
The Cask NX team began by working with the client to identify key business services and design 41 catalog items. Once this prep work was completed, the team revamped the office’s online portal with an easy-to-understand business portfolio framework, implementing a modern and intuitive user experience/user interface (UX/UI) solution that leverages Employee Center, ServiceNow’s newer out-of-box interface.
Cask’s work continued through its ITAM Expert Assist offering. This monthly subscription service provided the client with Cask’s ServiceNow-certified professionals and skilled subject-matter experts through monthly resource allocations, covering the administration, maturation, and enhancement of SAM Pro functionality released previously by the client. Tasks included but were not limited to the following:
- Maintaining accurate inventory and status updates for software assets
- Defining assets within the scope of their area
- Recording and maintaining assets within the repository
- Monitoring the asset repository for accuracy and consistency
- Analyzing data and creating reports
- Assisting the GFS asset manager with audits and report generation
- Collecting and retaining asset data for risk and cost assessment
- Building and prioritizing SAM backlog (e.g., identifying gaps between the CMDB and the asset table)
- Conducting monthly SAM health snapshot reporting
- Providing coaching and guidance according to Cask SAM best practice playbook
- Previewing and supporting new features
- Performing upgrade analysis/assessment
Cask NX ensured the success of ITAM Expert Assist by providing an engagement manager to oversee Cask NX resource utilization and execution of the service term. The engagement manager led weekly status meetings and provided weekly status reports (WSRs) detailing activities and tasks accomplished in the current week and projected for the next week. In these reports, the engagement manager was sure to elevate accomplishments, risks, issues, and impact to the client’s adoption, business value realization, and future state vision.
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
Set up for success
The Cask NX team went above and beyond to deliver the best solutions for the client. In particular, the client was very pleased with how Cask NX performed in an advisory capacity and got SAM running ahead of schedule.
“ITAM is hard,” commented one representative. “A great partner like Cask is ESSENTIAL for an organization’s success.”
Associated resources
Let’s Innovate Together!
Request a complimentary consultation from Cask NX
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Your journey to innovation is just a click away. Schedule your meeting with our Cask NX advisors and become part of the success story that defines your organization’s future.