Client: ServiceNow

Industry: American Software Company

About the Client

ServiceNow, an American software company based in Santa Clara, California, develops a cloud computing platform to help companies manage digital workflows for enterprise operations. They sought round-the-clock support for their SAP S/4 HANA support 2020 instance, encompassing major projects, innovations, rollouts, and key areas such as OTC (Order-to-cash), P2P (Procure-to-pay), R2R (Record to Report), and Analytics.


This case study covers the remarkable journey of how ServiceNow partnered with Jade Global to elevate their SAP S/4 HANA support system. Jade provided a dedicated team for round-the-clock support, major enhancements, and successful rollouts. We actively monitored SAP AMS operations, optimized the system, and provided timely resolution to complex issues.

This led to 3 % improvement in delivery quality and an 8% reduction in backlog, resulting in substantial savings. We achieved up to 20% efficiency gains in OTC and P2P processes, which expedited order processing and shortened the procurement cycle.

Business Requirements

ServiceNow partnered with Jade Global to Run and Build their SAP S/4 HANA support system. Scope included

  • Round-the-clock support for business-critical processes
  • Order-to-cash (OTC), Procure-to-pay (P2P), Record to Report (R2R) and Analytics
  • Major projects, enhancements and rollouts
  • Continuous improvements, automation and process innovations.
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Jade Solution

  • Jade provided dedicated onsite and offshore teams offering round-the-clock SAP instance support & SAP application managed services support.
  • Offered major enhancements, facilitated innovation, and successfully rolled out new functionality.
  • Provided a flexible team size with a Core and Flex model to suit business needs.
  • Achieved process optimization through Root Cause Analysis, continuous improvement and automation. This led to a reduction in recurring issues, automation of routine tasks, improved user self-service and self-learning.

Business Benefits Achieved

  • Attained a fully stabilized system, ensuring smooth and reliable operations.
  • Enabled successful implementation of major innovations and rollouts.
  • Improved delivery quality by 3%, and reduced backlog by 8% which resulted in substantial saving.
  • Achieved 20% improvement in Order to Cash (OTC) and Purchase to Pay (P2P) processes, leading to faster order processing, shorter procurement cycles, and better resource allocation.
  • Optimized costs of SAP AMS by balancing resources between the Run and Innovate streams.