Case Study:
ServiceNow Managed Services
From Overwhelmed to Optimized: A Managed Services Triumph for a Public Agency
The Client
This public service agency provides wastewater collection, treatment, and disposal services for approximately 2.6 million people. With roots going back to 1921, the agency supports 20 US cities, operating two treatment facilities that clean wastewater from residential, commercial, and industrial sources.
The Challenge
The Agency went live with ServiceNow in late 2022, but with an implementation partner that didn’t adhere to best practices, they were left with a platform that wasn’t fully optimized and in need of significant recovery work.
Initially, The Agency took these improvements on in-house. However, their small team of ServiceNow administrators was stretched thin, managing multiple systems, and lacking deep ServiceNow expertise due to insufficient training from their implementation partner. This left them overwhelmed and in need of support to quickly optimize their ServiceNow system to realize its full potential.
Using a Beyond20 ServiceNow System Administration (SNSA) package, the organization tapped into Beyond20's expertise to provide staff augmentation around ServiceNow development and offer “over the shoulder” advisory. This approach allowed The Agency to simultaneously blow through its ServiceNow punch list and get its in-house team ramped up on the system.
Beyond20: Taking the word "sprint" literally since 2008.
"If it takes us half a day to do development work in ServiceNow, it probably takes Beyond20 about an hour to do the same work. We initially signed up for 100 hours of work with Beyond20 over six months. Without Beyond20, it would have easily taken us 200-300 hours to accomplish the same thing internally. And some items we would not have gotten to at all. The expertise of the resource we work with is invaluable and we learn from him as he “teaches us to fish."
–ServiceNow Platform Administrator & Sr. IT Analyst @ Public Agency
The Engagement
Time-strapped resources working in a suboptimal system is not only a recipe for burnout–it's an efficiency killer.
We aimed to fix that.
We did so through accelerating and completing in-progress development left undone by The Agency's implementation partner, improving maintainability by reducing technical debt and aligning the system with best practices, building a best-practice-based service catalog, automating the release process, and upgrading the instance from Rome to Utah (without a hitch).
We continue to work through The Agency's list of ad hoc development tasks (reducing the development backlog), and (critically!) review technical details of builds by the original implementation partner to flag and fix any lurking issues before they impact the business.
The Result
This agency has graduated from getting the functionality of an entry level tool that treats all work as tickets to the world-class Enterprise Service Management experience that ServiceNow was designed to deliver. Employee satisfaction is up, and The Agency is enjoying 50-75% gains in process efficiency.
A Goldilocks fit.
"After initially implementing ServiceNow with another organization, we realized we wanted to find a partner to help us continue to build out the ServiceNow platform. We interviewed several vendors and Beyond20 was the clear choice. Many potential contractors were interested only in very large engagements – organizations ready to spend hundreds of thousands of dollars. Others were just too small to be able to staff the contract in any meaningful way. We were looking for a partner, and Beyond20 was a Goldilocks solution – willing to work with a smaller client but also with a deep bench of ServiceNow and process expertise."
–ServiceNow Platform Administrator & Sr. IT Analyst @ Public Agency
WORK WITH US
This could be your story, too!
Our extraordinary team of ServiceNow Architects and Process Consultants is award-winning, ITIL-certified, and here to help.
Get in touch and our team of experts will snap into action to get you up and running quickly and painlessly.