Optimization and Enhancements of Poorly Implemented ServiceNow Instance

Challenge

1. Complex Workflows: Idea, demand, and change processes contained redundant approvals, duplicative reviews from the same team and unnecessary steps that led to time consuming processes causing delays to small/simple requests and especially during emergencies. 
2. Integration Challenges: Multiple systems were used for tracking the same work, causing versioning errors and updates having to be made in multiple systems for the same work item.  The teams also used different processes to track their work in the systems creating different hierarchy structures to categorize and organize work items.    
3. Efficiency Gaps: Many requests were still handled via email and paper forms leading to time-consuming processes, lost requests, and typographical errors.  
4. Visibility and Accountability: Many users created their own custom and personalized reports and dashboards to track requests, tickets and work causing confusion and inaccurate data usage among teams, team members and leadership. 
5. Confusing User Interfaces: Service Portal contained multiple redundant categories within different catalogs causing confusion among users and resulted in many users defaulting to the General Service Request instead of the specific request they needed.  This caused requests to be manually routed causing delays and ticketing data to be skewed and inaccurate.  

Solution

OmniVista presented the Federal Client with a three-part solution to fix the many inefficiencies within their ServiceNow implementation.  First, the Service Portal was revamped to allow for a better user experience for their customers.  The service catalog was consolidated from fifteen categories down to three simplifying the choices for the users and the portal user interface was rearranged with emphasis on the core services offered to allow for easier navigation.  Second, all processes within ServiceNow were analyzed to identify inefficiencies.  This resulted in the workflow steps for the Idea workflow decreasing from four steps down to two, the Demand process workflow being integrated with Azure DevOps for work items and the Change processes consolidating from four different requests down to one.  Third, with good data coming in from users effectively using the Service Portal and current processes in ServiceNow optimized, new processes were transitioned into ServiceNow eliminating numerous manually tracked paper forms and new central dashboards/reports were created to track and continuously improve each process.   

Results