Summary
Key results
A stable and up-to-date ServiceNow platform maintained in line with SLA requirements
Improved performance through architectural consultancy
High availability and cost transparency in a cloud environment
The client was operating an extensive ServiceNow environment that required regular upgrades and maintenance aligned with subsequent platform versions. In the Azure cloud area, cost transparency was limited, and there was no clearly defined, automated process for ordering and delivering cloud resources. The existing request handling model required additional operational support.
Moreover, finance and procurement processes needed to be redesigned, as users were unable to independently submit and track their requests throughout the entire lifecycle.
The organization was looking for a partner that would ensure ServiceNow platform maintenance in line with industry best practices, support business-driven development, and design processes enabling automated Azure resource provisioning and greater self-service capabilities for finance and procurement teams.
End-to-end support and business process development
Sii Poland’s experts took over the maintenance and development of the ServiceNow platform in a managed services model, operating in line with SLAs agreed with the client and aligned with business expectations and process criticality.
The quality of services was continuously monitored, controlled, and reported, ensuring full transparency of request handling, change delivery, and platform availability.
The scope of work included:
- ongoing support for the ServiceNow environment, including regular upgrades and fixes
- development across the full range of IT Service Management (ITSM) modules and other platform areas, including Demand, HR, and Finance, supporting business process automation
- implementation of an Azure service catalog with an automated process for ordering and delivering cloud resources
- design of new processes for Finance and Procurement departments, including the implementation of a configurable agent workspace based on the ServiceNow App Engine
- development of a filtering and classification mechanism for incoming finance-related emails and requests
- architectural consultancy aimed at optimizing platform performance
- continuous monitoring, reporting, and quality control of services in line with agreed SLAs
Stability, automation, and faster request processing
A long-term cooperation model based on agreed SLA levels ensured predictable platform maintenance and development, as well as a prompt response to ongoing business needs. The quality of delivered work was continuously monitored and assessed, helping maintain a consistent service standard. In practice, this resulted in a stable, up-to-date, and high-performing ServiceNow environment.
In addition, automation of Azure cloud processes shortened resource delivery times and enabled users to independently submit and track requests, while cost data became more transparent and easily accessible. In parallel, redesigned finance and procurement processes accelerated settlements and improved cost control. Request classification mechanisms streamlined the work of finance teams, and ongoing development of the Demand, HR, and Finance modules reduced the time required to introduce changes across the organization.
All of this was complemented by architectural consultancy, which improved platform performance and ensured ongoing alignment with new ServiceNow releases.
Key results
- a stable and consistently up-to-date ServiceNow platform maintained in line with agreed SLA levels
- automated ordering and delivery of Azure cloud resources
- new finance and procurement processes built on the ServiceNow App Engine
- faster handling of finance requests and settlements
- improved platform performance through architectural consultancy
- continuous development of the Demand, HR, and Finance modules