A U.S. state's IT department expands its ServiceNow instance with our enterprise platforms capabilities. 


A U.S. state’s IT department was initially utilizing a previous installation of ServiceNow IT Service Management (ITSM) to maintain their internal IT services, but they were concerned that their users were not adopting the Service Portal. They wanted to expand their existing ServiceNow instance to improve the overall functionality and effectiveness of their Service Portal, as well as expand ease of use. This included the incorporation of Virtual Agent and Live Agent, as well as a fully functional Knowledge Base that they could maintain to manage, review, and approve articles, and link users to the new Service Portal. 


Our team proposed a completely new design for the State’s IT Department’s ServiceNow Service Portal, using an in-depth understanding of the state's brand, pain points, user adoption challenges, and processes. The solution included reorganization of the portal’s widgets coupled with a fully-responsive, more user-friendly appearance that works to counteract user resistance and give the department’s employees a first-class experience they would find efficient. 

  • In order to further assist with user adoption efforts, our team provided the customer with a detailed guide for adoption efforts and activities they could use at every stage of the implementation and even beyond go-live.

    Our team's three-month rollout increased user adoption from 5% to 70% 

  • In order to improve the Knowledge Base, 10 user categories were developed and streamlined to be as relatable as possible, sharing common data fields in order to ensure smooth processing of requests and fulfillment.
  • The full Software Development Life Cycle was fulfilled within an Agile software development environment using the ServiceNow Agile Development 2.0 application, as well as ServiceNow’s NowCreate based Project Management methodology.


Over the course of three months, we were able to deploy all expected implementations and functionalities, addressing the client’s concerns and exceeding their expectations. The stakeholder projects that users successfully using the Service Portal and Request System will increase from 5% to 70% within the first three weeks of implementation. The ITSM solution will now be properly executed with an increase in users submitting incidents and service requests through the platform. We were also able to streamline the client’s Knowledge Management processes with the newly implemented process hierarchy model.