Summary
Key results
Continuous availability and stability of the ServiceNow platform
Lower operational costs
Ensuring service continuity and standardizing IT processes
The ServiceNow platform at Sysmex had been developed incrementally, which created a need for a structured audit and reorganization of key areas. Incident and request management processes were operating under different models and required standardization. The rules governing user, group, and role management also needed to be unified.
The organization additionally required a clear roadmap for the future development of the platform to consistently improve efficiency and make better use of ServiceNow’s capabilities. A critical requirement was to ensure continuous platform availability while simultaneously improving performance and user experience.
Sysmex was looking for a partner capable of providing comprehensive ServiceNow support – from maintenance and upgrades to the development of new functionalities and support in building internal team competencies. In response to these needs, the company chose to cooperate with Sii Poland, a partner with proven experience in maintaining and developing ServiceNow platforms in the healthcare sector.
End-to-end ServiceNow support – from audit to continuous platform development
The project began with a structured approach to organizing and enhancing the ServiceNow platform – from auditing the existing environment to implementing improvements that increased consistency and efficiency across key IT processes. The next step involved taking full responsibility for system maintenance, delivered on an ongoing basis under defined Service Level Agreements (SLAs).
The scope of work covered both day-to-day administration and the implementation of new functionalities and configurations designed to improve IT process efficiency.
Scope of activities included:
- resolving incidents and requests under SLA
- administering users, groups, and roles
- auditing the existing configuration and preparing a development and improvement roadmap
- performing system upgrades and patching
- creating and implementing an environment cloning strategy
- redesigning incident and request management processes
- running knowledge management workshops
- implementing Employee Center with a notification system
- configuring Service Operations Workspace
- consolidating entry channels and contact points
Higher efficiency, compliance, and user satisfaction
The ServiceNow platform at Sysmex was fully aligned with the latest platform standards, ensuring stable operation and uninterrupted availability of IT services. Standardization of key processes improved team efficiency and increased overall user satisfaction.
Automation of ticket handling helped reduce operational costs, while implemented solutions – including the modern Employee Center interface – provide employees with a consumer-like user experience.
Thanks to the prepared roadmap, Sysmex gained a clear development path for scaling the platform. Regular workshops and training sessions increased the competencies of the internal team, enabling them to independently develop selected areas of the system. Additionally, the adopted environment cloning strategy improved the predictability and stability of deployment processes.
Key results
- continuous availability and stability of the ServiceNow platform
- compliance with the latest ServiceNow standards
- standardized incident and request management processes
- lower operational costs through automated ticket handling
- higher end-user satisfaction
- a clear roadmap for platform development and scalability
- improved competencies of the internal team