The Client: a children's mental health center based in California


Business goal

Replace their two-decade old ITSM system as it was becoming difficult to maintain and keep up-to-date.


Challenges

Extend ServiceNow beyond ITSM and use it for all processes and requests that flow through IT.


Technologies

The entire ITSM and HR service center portal was developed on ServiceNow Express.

Achievements


Replaced their entire ITSM system and incorporated new workflows and processes.

Developed HR Service center portal to streamline new employee hiring and move away from checklists and manual processes

Once the HR department starts the automated process of onboarding a new employee, the service catalog takes over to ensure that all steps are followed.


Outcomes


Replaced the client's decades old ITSM system and extended it to the HR department in just 4 weeks by implementing ServiceNow Express.