ServiceNow Trusted Advisor: McCarthy Tétrault

The client had several tools being used to manage various HR Processes, like Onboarding, Moves, Departures, Updates, Leaves, and Return from Leaves. This resulted in fulfillers having to swivel chair data from system to system and having to communicate via email regarding data in systems of which they did not have access. A unified, custom, scoped application was implemented that consolidated all the fulfillment processes into ServiceNow, granted visibility across teams/departments, and provided comprehensive reporting to leadership. This resulted in a reduction of effort across departments to deliver these services and shortened implementation timelines for process changes.

The client had a complex, manual, data-dependent approval process around write offs. A data-driven approval process was implemented that could be changed based on the operational changes that happen in the business. This resulted in automatic approval routing that reduced approval timelines and manual approval routing mistakes.

All timekeeper, client, matter, and financial information was stored in an external system, but was needed as foundational data for various processes that were planned to be implemented in ServiceNow. A nightly integration enabled ServiceNow to consume the external data, groom it, and make it available for various custom, scoped applications. This foundational integration enabled the launch of various apps that can leverage the unified data model.

The client hired a ServiceNow Administrator to manage clones, monthly patches, ServiceNow store app updates, family release upgrades, and small app development. Training was given in these areas and over a course of a year, quality assurance reviews, and hands-on guidance, all the services were transitioned to the ServiceNow Administrator and resulted in upgrades being completed in less than a week per instance. Also, a custom scoped application was built and released within a week.