Understand, improve, and realize more value from your investment.
The rapid growth and legacy deployments of the ServiceNow platform have kept several organizations from unleashing the platform’s benefits. Such businesses often struggle with overspending time and money, leading to 3X slower time to market, an antiquated experience, clunky processes, and unhealthy CMDBs (the datastore of the platform).
Organizations need an easy path to upgrade and a stable baseline to take advantage of best-of-breed functionality, stay current on the platform, and innovate at the right pace.
Virtusa’s Back to Baseline approach helps our clients enhance the ability to upgrade efficiently while resolving the earlier issues. Our approach involves how to reevaluate, followed by implementation, and finally, a rollout to the organization in a prescriptive, tried, and accurate manner.
The ServiceNow platform connects people, functions, and systems to drive innovation and business outcomes, increase business agility, and unlock productivity with its consulting-led approach. Our process stems from our collection of accelerators: ServiceNow HealthScan, vAssess, vDeploy, and vOperate.
It runs a data-driven diagnostic analysis of customer instances with hundreds of KPIs across security, upgradeability, performance, manageability, and usability.
Virtusa analyzes the HealthScan outputs and delivers a collection of artifacts that give an implementation plan, timeline, budget, and required demand of your corporate resources.
It provides a successful rollout by ensuring that the governance is established , a rollout plan is defined, and a stable foundation is adhered to throughout the lifecycle.
Virtusa’s managed services allow organizations to focus on their business by ensuring the solution stays on track by managing the daily backlog, system maintenance, governance, and service requests.
The client had a large intake of backlog, leading to high operational costs. Moreover, a large staff lacking broad knowledge of the system further hindered its inability to innovate.
Virtusa delivered services to manage the backlog, starting with a small team of ServiceNow practitioners. We evolved to a strategic partner to bring new capabilities and vision to the client through our journey—the client leveraged vAgentWorkspace, leading to a 50% reduction in service management operating costs.
Despite internally designing and constructing ServiceNow, the client faced many architectural and design challenges that lead to high operational costs and low customer satisfaction.
Virtusa instantiated the ServiceNow team to refactor and disentangle the current system. We also conducted an OCM on end-user focus groups to obtain feedback on real-world usage. With our collaboration, the client’s backlog was reduced by 75%, while its operating costs were lowered by 30%. Moreover, its MTTR average was also reduced from ~5 days to 8 hours, leading to a significant uplift in client satisfaction.
To speak to our expert, please get in touch with us.