SAIC Streamlines U.S. Army's IT Service Management
Transition to ServiceNow platform consolidates multiple legacy systems
SAIC recently completed one of the largest and most complex ServiceNow transitions in a public sector setting, consolidating six of the U.S. Army’s legacy IT service management (ITSM) systems and more than 1.2 million customers into one enterprise-level ServiceNow system known as the Army Enterprise Service Management Platform (AESMP). This massive effort was successfully completed in less than one year.
In a time of ever-tightening budgets, getting the most out of an ITSM platform is critical for customers and the bottom line. Too often, organizations find they overbought for their needs or lack the expertise to properly implement and use the tools they have. Another common issue is that many platforms are pieced together to create one ITSM solution to meet needs, causing fragmented data and excessive vigilance to maintain.
Challenge
SAIC faced the challenge of consolidating several highly customized ITSM platforms into a single enterprise-level system without interrupting global IT operations. To address that challenge, SAIC developed a thorough understanding of the customer’s existing environments, processes and workflows. SAIC’s team of seasoned ServiceNow experts maintained close coordination and communication with the customer to create a path for success. We then applied experienced project management and industry-best practices for the transition and implementation while keeping an eye on the goal: a standardized, out-of-the-box enterprise platform that met all needs.
Solution
The team used ServiceNow's out-of-the-box capabilities to maintain the functionalities of the different legacy platforms. The ServiceNow instance preserved overall service management functionality and minimized customization to reduce risk when doing future integrations.
Our approach consolidated the on-premise platforms into one system and moved it to the cloud, reducing cost. Using a DevSecOps environment and an agile development approach, we integrated ServiceNow capabilities into the customer's operations and brought on services incrementally. This approach ensured that the team incorporated lessons learned as well as test time for continuous integration, delivery and deployment of services to IT customers.
The ServiceNow solution rectified a decade-long challenge of siloed data and brought all critical ITSM components of the previous piecemeal solution together with single-pane-of-glass visibility, reporting and analytics.
“AESMP was delivered on time and under budget,” said the customer. “Our team quietly, purposefully and professionally pulled off what we were told could not be accomplished in a mere 12 months. We moved right into Phase II, optimizing workflows, maturing processes and onboarding additional customers.”
SAIC's work for the Army is the culmination of a decade of experience in helping Department of Defense and federal civilian agencies, as well as state and local government customers, with ServiceNow deployments of different complexities to improve ITSM capabilities. As a ServiceNow Elite Public Sector Partner, we are trusted to help agencies eliminate roadblocks to delivering higher levels of IT services and improving customer experience. Our integration expertise also maximizes customers' technology investments and streamlines their IT support operations to free staff for mission-oriented work.
For more information, contact Jim O'Keefe.