Case Study: ServiceNow Custom Application Development

Industry: Software Development

About the Client

The Client specializes in cloud-based software for people development and learning technologies. Their AI-driven talent experience platform integrates technology, data, and content, fostering a workplace focused on growth, adaptability, and large-scale success. Serving more than 7,000 clients and 100 million users, the client's people development platform is accessible in 180 countries and available in 50 languages

Business Requirements

The client sought to streamline IT service operations by integrating systems, modernizing workflows, and enhancing automation.

Automate digital service provisioning to reduce manual effort
Centralize data and integrate with development tools like JIRA
Improve the employee self-service experience with a modern ServiceNow Employee Service Center
Enhance asset tracking and configuration with ITAM (HAM + SAM) capabilities
Implement an intelligent virtual agent for faster resolutions

Business Challenges

The client was experiencing inefficiencies due to fragmented systems and manual provisioning processes.

Manual Service Provisioning: Lack of automation led to slower service delivery and increased operational overhead.
Disparate Systems: Multiple service management systems resulted in fragmented workflows and inconsistent data.
Limited Self-Service Capabilities: The absence of intelligent self-service features contributed to high support loads and lower user satisfaction.
Outdated ITSM Processes: Existing ServiceNow ITSM configurations did not fully align with evolving business processes

The Solution

Jade Global implemented a multifaceted solution leveraging ServiceNow IT Service Management to address Cornerstone OnDemand's challenges

ITSM Service Catalog Enhancements: Updated several existing catalog forms as per the updated requirements from across the departments. Created various new catalog forms as per the identified gaps and missing business processes in the existing Service Catalog.
JIRA ServiceNow Integration: Implemented bi-directional JIRA-ServiceNow integration where all the stories created in the JIRA platform were to be synced in the ServiceNow instance. The ServiceNow platform was enhanced to be the single source of information against all the development stories across departments.
ITSM Change Management Enhancements: Enhanced Out-of-box ServiceNow Change Management to align the process with the in-house business processes for deployments.

Business Benefits Achieved

The implementation of ServiceNow resulted in significant improvements for Cornerstone OnDemand

Enhanced Efficiency: Automation and integration efforts reduced manual effort, improving operational efficiency by streamlining digital service provisioning processes.
Improved User Experience: The introduction of Virtual Agent capabilities enhanced self-service options, reducing response times and enhancing user satisfaction.
Comprehensive Data Management: Better integration with JIRA & Ivanti and adherence to complex workflows improved data accuracy and regulatory compliance