ADHA’s attempts to tailor ServiceNow to their needs led to a system that strayed from best practices, creating a host of issues like error messages, blank reports, and misdirected records. These problems made it hard to see what was happening, hurt executive confidence, and hindered the agency’s ability to deliver results effectively.
xAmplify stepped in to help by embedding a dedicated team with a clear focus on delivering results within a set budget. We revamped the approach with a new agile backlog management system, set up governance forums, and extended ServiceNow’s use beyond just IT. This not only cleared up the system’s issues but also sparked innovation, helping ADHA get the most out of their investment and better manage their IT services.
Rebuilding trust and expanding capabilities
Our approach centred on both people and technology; it was crucial that teams at all levels understood and trusted ServiceNow to deliver. The key pillars of our plan included:
- Quick Wins & Trust Building: Addressing major platform issues immediately to enhance user experience and restore confidence in ServiceNow.
- Platform Stabilisation: Conducting health, security, and licensing assessments to stabilise the platform and lay the groundwork for better ROI.
- Defined Demand Management: Implementing Agile board processes for regular releases, backlog prioritisation, and testing, introducing Agile practices to the team.
- UnderstandingITSM Processes: Collaborating with process owners to refine ITSM processes, create detailed process maps, and developing training materials.
- Successful Upgrade: Completing ADHA’s first ServiceNow upgrade, establishing efficient testing and defect management processes for future improvements.
- Vendor Integration: Working with third-party vendors to align their processes with ADHA’s ServiceNow instance, adjusting APIs and reporting.
- Expanded Capabilities: Extending ServiceNow’s use beyond ITSM to include customer service management, risk management, procurement, contract management, and custom applications.
Our work with ADHA has been all about achieving shared goals. At times, xAmplify went beyond our initial scope to quickly fix platform issues and rebuild trust in ServiceNow. We’ve been upfront about our pricing and team setup, which has led to noticeable improvements in ADHA’s results and a better return on investment. So much so, that ADHA decided to expand our team to speed up the project even more.
From frustration to innovation
ADHA has transformed its view of the ServiceNow platform from a source of frustration to a powerful tool for innovation. The platform now plays a crucial role in their digital transformation, with an expanding range of services provided by xAmplify.
The ServiceNow instance is now up-to-date, stable, and fully functional. Process issues have been resolved, ensuring smooth, visible, and traceable record flow. The demand process—from idea submission to development and testing—has been revamped and documented.
Third-party vendors are now engaged effectively, tracking service level agreements and benefiting from a redefined onboarding process that supports ADHA’s SIAM transformation. A strategic roadmap aligned with ADHA’s three-year plan is in place, outlining clear outcomes and prerequisites.
ADHA’s return on investment with ServiceNow has grown significantly and continues to improve as they develop mature, business-driven processes free from previous complexities.
