CASE STUDY
Industry | Financial Service
Technology | ServiceNow
Location | United States
The client is a global professional services firm that provides a wide range of risk, reinsurance, retirement, and health solutions. With more than 50,000 employees in 120 countries, the company supports customers worldwide by using propriety data and analytics to deliver insights that improve performance.
A key prerogative of the client was to optimize its ServiceNow platform to improve user experience and streamline data discovery processes. This initiative aimed at enhancing the user interface and user experience (UI/UX) of catalog items, addressing existing inefficiencies and aligning with established governance standards.
Inconsistent approval processes where current workflows relied on hardcoded approvers
Lack of lifecycle management inadequate tracking of stage and state values throughout the request lifecycle
Notification managed issues were directly configured in workflows leading to inconsistent communication
Active group verification in workflows was cumbersome and error-prone
Faster Approval Processes
The introduction of dynamic approval groups led to a significant reduction in approval times, improving responsiveness.
Improved Lifecycle Tracking
Accurate updates enabled effective monitoring of request progress, enhancing reporting accuracy.
Consistent Notifications
The shift to event-based notifications reduced notification-related inquiries, streamlining communication.
Implemented dynamic approval groups instead of hardcoded approvers, ensuring compliance with governance standards
Established clear stage and state updates at each lifecycle phase, ensuring accurate tracking and closing requests
Replaced direct workflow notifications with event-based notifications, standardizing communication templates across the platform
Standardized item descriptions to a maximum of 500 characters, following prescribed design guidelines to ensure clarity and relevance.
It like getting a Bentley for the price of a Ford. Having worked on a number of data management related tools and vendor, my experience of implementing and working with Royal Cyber has been excellent. The implementation team were very knowledgeable of the underlining technology and infrastructure required. “
Director of IT & Systems
40%
Increase in Overall User Experience:
Audience
- Executives, CTOs, Director
- IT Consultants
- Business Analysts
- Project Managers
- IT Project Coordinators
- Architects and Specialists
