ServiceNow Service Model Automation Transformation with Concurrency

Critical Issue

A multinational corporation specializing in enterprise software solutions, relies on ServiceNow as a crucial platform for managing its IT Service Management (ITSM) processes, ensuring effective handling of service requests, incidents, and changes. However, the company faced challenges in managing its Configuration Service Data Model (CSDM) services within ServiceNow, as the existing service structure was complex and lacked standardization, leading to inefficiencies in automation efforts and requiring manual intervention during client software cloning. To address these challenges, Concurrency aimed to streamline automation efforts, enhance efficiency, standardize processes, and achieve full automation for client software cloning.

Customer Profile

Global leader in developing enterprise software

Public company with 2,500+ employees

Key Problems

Too much manual intervention in ServiceNow

Service structures are not standardized

our solution

Concurrency initiated the transformation process by conducting a thorough analysis of the client’s existing processes, CSDM services, and software cloning procedures, aiming to identify areas for improvement. Based on the findings, Concurrency recommended a transition from complex CSDM services to a more simplified tag-based service model, streamlining the overall structure by grouping related services under common tags. Subsequently, they developed a robust automation framework leveraging ServiceNow’s capabilities, integrating tagging mechanisms to facilitate seamless identification of services and their dependencies, crucial for efficient client software cloning. Concurrency also designed and implemented workflows to orchestrate the entire client software cloning process, encompassing automated provisioning of virtual environments, software deployment, and configuration. Rigorous testing was conducted to ensure the accuracy and reliability of the new automation workflows, and the company’s IT team provided feedback and validated the solution’s alignment with their requirements. Furthermore, Concurrency provided extensive training to the company’s IT personnel, ensuring their competence in managing and maintaining the newly implemented processes.

The results

efficiency boost & standardization

The streamlined tag-based service model not only reduced complexity but also improved consistency across IT processes. This standardization facilitated quicker identification of services, resulting in faster client software cloning and enhanced operational efficiency.

Automation success

& reduced risk

The successful implementation of the automation framework led to a fully automated client software cloning process, significantly reducing manual intervention and minimizing errors. With fewer opportunities for errors, the overall system stability was enhanced, reducing risks.

operational flexibility

By transitioning to the new model, the company gained operational flexibility, allowing them to easily adapt to changing requirements and evolving business needs while maintaining a streamlined and efficient IT service management framework.