A Testament to Hosted ServiceNow

At RLC, we created our Hosted ServiceNow solution to address many of the common challenges organizations face when trying to deploy ServiceNow. Our combined experience through many ServiceNow deployments was high upfront license costs, months-long deployment projects and significantly more ongoing support and maintenance than expected. Our hosted solution was designed to offer a 45-day go live leveraging preconfigured best practices to allow organizations to realize value quickly. This means customers can focus on platform adoption as well as enabling transformation features.

Recently we launched a new hosted ServiceNow customer that really epitomized the value of what this solution can offer.

The Challenge

This customer had previously been a ServiceNow customer but felt they had overbought a premier ITSM platform that exceeded their needs and required significantly more maintenance for a platform that was positioned as low-code/no-code. Eventually, they migrated away from ServiceNow to a less expensive and easier to administer ticketing system. Unfortunately, within a few years they found themselves wanting to migrate to a more advanced ITSM platform that offered enhanced capabilities.

They began their journey by reaching out to ServiceNow and received a proposal amounting to nearly a quarter of a million dollars in annual licensing. This is before the professional services costs for a partner to deploy the solution, which would potentially add another six figures to their total cost before the platform was even launched.

The Success Story

The good news is that RLC was able to come in with our preconfigured, hosted solution and offer an iterative crawl-walk-run approach. This approach allowed the customer to go-live in less than 45 days with a core team of 10 IT users to begin testing and leveraging the platform. This User Acceptance Testing was used to identify a backlog of enhancements they required to roll the platform our globally to hundreds of IT users. In total, more than 40 enhancements were completed in less than 45 days to achieve the go-live timeline. The platform was successfully launched across the global enterprise, enabling more than 2,100 tickets to be created in less than 30 days.

The Path Ahead

This was not the end of the journey but only the beginning as we continued to develop their platform through our iterative approach. With the ITSM and ticketing solution in place, our focus has shifted to IT Operations Manager (ITOM) for asset discovery and event management solution. Nearly 5,000 configuration items were discovered using ServiceNow’s fully automated Discovery solution and were populated into their Configuration Management Database. Continuing the journey, the next phase includes further integrations into ServiceNow for platform consolidation, focusing first on integrating the HR platform to enable automated onboarding/offboarding.

This example truly embodies the tremendous value our preconfigured, hosted ServiceNow solution can provide. Offering the best of what the ServiceNow platform has to offer without the significant struggles with high cost and lengthy implementation timelines that impact so many organizations.