Jade Global optimized processes, implemented out-of-the-box features, and improved user experience of the ServiceNow platform for this Global Entity

About the Client

Pure Storage develops all-flash data storage hardware and software products. It helps innovators build a better world with data. Pure's data solutions enable SaaS companies, cloud service providers, and enterprise and public sector customers to deliver real-time, secure data to power their mission-critical production, DevOps, and modern analytics environments in a multi-cloud environment.

Pure Storage enables customers to quickly adopt next-generation technologies, including artificial intelligence and machine learning, to maximize the value of their data for competitive advantage. And with a Satmetrix-certified NPS customer satisfaction score in the top one percent of B2B companies, Pure's ever-expanding list of customers are among the happiest in the world.

The Challenges

  • The inability of the customer to articulate their existing process
  • The unwillingness of teams to change existing processes to adopt best practices
  • No documentation was available to understand the processes
  • Direct code changes were being made in Production
  • Multiple issues in code deployment as development and testing instances were not being cloned from Production
  • Stringent project timelines to meet the deployment deadline
  • Multiple projects involving similar components going live at the same time

Business Requirements

  • Clear out the backlog for issues & enhancements reported by users
  • Improve user experience and satisfaction in navigating & using the system
  • Improve processing time for IT teams to fulfill a request as it was high
  • Remove customizations and use OOTB features
  • Analyze and fix performance issues on the self-service portal
Download Case Study

The Benefits

  • Completed backlog issues and enhancements
  • Optimized processes according to best practices
  • Implementation is closer to out-of-the-box features
  • Improved user experience and satisfaction
  • Successfully onboarded multiple teams to ServiceNow
  • Agents can fulfill requests quickly
  • Better communication between users and agents

The Solution

  • Jade Global conducted detailed workshops with the stakeholders
  • Performed in-depth analysis, assessment of the implementation and provided them implementation maturity for each module
  • Adopted best practices to come up with improved processes
  • Implemented Agile, created monthly Sprints for handling backlog issues and enhancements
  • Fixed all backlog issues and developed 80% of the enhancements in 4 months
  • Performed peer code review before deploying to Production

Everyone in Jade Global's ServiceNow team has been instrumental in stabilizing Pure's ServiceNow environment. They quickly came up-to-speed on Pure's ServiceNow environment and became productive. They were very reliable and available to resolve issues. I appreciate the team accommodating Pure's overwhelming demands and want to share my appreciation for the work that was above and beyond the normal responsibilities and the quick resolution of production bugs. I would love to get their continued feedback on how to streamline and optimize Pure's ServiceNow Platform.

Pattie Park - IT Project Manager

Back to Top ↑