Executive Summary
A global consultancy leader faced significant challenges due to heavy customization of its ServiceNow platform—particularly within Incident Management— leading to underutilization and upgrade hurdles. ITC Infotech streamlined and optimized the platform by rationalizing customizations, simplifying processes, and aligning with out-of-the-box best practices.
Business Challenge
- Primary challenge: Complexity from extensive customization of ServiceNow platform. For example, the following was the customization level for Incident Management alone:
- 85 custom Business Rules, 59 custom scripts, 16 custom UI actions, 112 custom fields
- This complexity resulted in underutilization, degraded user experience, upgrade difficulties
Business Challenge
- Primary challenge: Complexity from extensive customization of ServiceNow platform. For example, the following was the customization level for Incident Management alone:
- 85 custom Business Rules, 59 custom scripts, 16 custom UI actions, 112 custom fields
- This complexity resulted in underutilization, degraded user experience, upgrade difficulties
Our Solution
- ITC Infotech helped revert to a more basic configuration of the ServiceNow platform, known as the “back-to-box” approach
- ITC Infotech conducted a thorough assessment and documentation of the ServiceNow application, capturing customizations and configurations. Stakeholders were engaged to identify essential functionalities and prioritize customizations based on business impact
- Customizations were reviewed, redefined, and rationalized to minimize complexity and optimize performance
Key Results and Benefits
- 35% customization removed
- Enhanced stability and performance
- Shorter upgrade cycles
- Access to latest features and functionality
About ITC Infotech
ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. ITC Infotech is a wholly owned subsidiary of ITC Ltd., a 100-plus-year-old diversified conglomerate with businesses spanning Hotels, Consumer Goods, Paperboards & Packaging, Agri Business, and Information Technology. ITC Ltd. has been in the hospitality business for over 4 decades. It has over 100 properties across 70+ destinations. The hospitality practice at ITC Infotech is 800+ people strong and most have experience in the hospitality domain leading to a high-quality IT service experience for its hospitality customers.
