Client: E.L.F. Cosmetics

Industry: Retail

About the Client

E.L.F. Cosmetics is an American cosmetic brand based in Oakland, California. It was founded by Joseph Shamah and Scott Vincent Borba in 2004.The company started with only 13 makeup products but has since developed more than 300 products that include bath products, skin-care products, mineral-based makeup, professional tools, eyeliners, lipstick, glosses, blushes, bronzers, brushes, mascara many more. Most items cost $3. The variety of E.L.F. products allow the company to target a demographic with a broad age range, from teenagers to women in their 40s and 50s.

Problems and Challenges

  • Mobile App services does not have access to submit tickets/ for Quick Links
  • Optimizations of onboarding and offboarding according to the Location was needed.
  • Email notification missing information about Tickets.
  • Delegate onboarding functionality was missing due to which managers were enabled to delegate their work in their absence
  • Maintaining Contracts of Vendors, and detail information in Excel Sheet

Products & Service


  • Incident Management
  • Request Management
  • Change Management
  • Knowledge Management

Business Requirements

ELF has been using ServiceNow for IT and HR operations. Their key ask was to have a solution with the following features:

Build new Service catalog items and workflows:

  • Provide industry best practices and standards for designing Service Catalog
  • Redesign forms to improve system performance Service Portal
  • Offboarding Request- this is to request an employee/intern to be offboarded
  • Onboarding Request
  • New Hire Form- to request employee onboarding
  • Password Reset Policy – to reset password after every 90 days
  • China Onboarding Optimization
  • China Offboarding optimization
  • Delegate Onboardings
  • Build new catalog items and their workflows
Download Case Study

The Solution

After talking with the client and understanding their challenges we decided to go with a different approach.

  • Made small customization and enhancements to align to their initial requirements
  • Conducted detailed workshops for capturing requirements of a project
  • Adopted industry best practices to optimize, improve or redesign any process
  • System testing followed by UAT

The Business Benefits

  • Successful implementation using ServiceNow best practices
  • Improved user experience and satisfaction
  • Automated IT manual processes
  • Less manual work for agents and more automation within the system
  • Better Communication between user and agents