Our client, a global fintech leader with $25.37 billion in revenue and over 30,000 employees worldwide, is known for its secure and seamless online payment solutions. However, they faced challenges due to the absence of comprehensive documentation for integrations, missing test cases during platform upgrades, and inefficiencies caused by previous vendor mistakes, such as improper record referencing. These issues impacted employee experience and operational efficiency. HCLTech was brought in to optimize the platform and improve the overall experience for internal users.
The Challenge
Identifying documentation, coding and platform health issues
On analyzing and closely discussing with our client, we identified that the issues were:
- Lack of documentation and test cases: The absence of comprehensive documentation for integrations and missing test cases during upgrades led to inefficiencies.
- Coding best practices weren't followed: Previous vendors failed to adhere to coding best practices, such as using Sys IDs for record referencing, causing platform instability and workflow inefficiencies.
- Platform health issues: These challenges resulted in a deteriorating platform health score and increased incident management complexity.
The Objective
Optimizing documentation, best practices and user experience
Our goal was to implement proper documentation, adhere to best coding practices, and optimize the ServiceNow platform to improve operational efficiency and platform health, leading to a better experience for internal users.
The Solution
Predictive intelligence and custom integrations with ServiceNow
To optimize our client's ServiceNow platform, we implemented the following solutions:
- Predictive Intelligence Framework: We developed and showcased a Predictive Intelligence framework to the CM team, enhancing proactive issue resolution.
- Visual Task Boards (VTBs): We created VTBs to improve governance and visibility of tasks and ensure better alignment across teams.
- Data cleanup and integration: Our team cleaned up approximately 700,000 decommissioned EUC CIs to ensure data accuracy and integrated Boomi to pull data from the GPPL API into the CMDB, streamlining operations.
- Agile support model: We provided 8x5 PST support, addressing P1 incidents on-call, and supporting ITSM, Request Management, SPM and Core Platform elements.
- Custom integrations with SAP: We implemented custom integrations with SAP endpoints, ensuring secure and efficient data flow between ServiceNow and SAP while adhering to strict security policies.
These initiatives led to improved operational efficiency, a healthier platform and enhanced employee experience.
The Impact
Streamlining operations and enhancing platform health for better experience
On successfully implementing the necessary solutions to tackle the challenges our client was facing, we achieved the following key results:
- HealthScan score improvement: We improved the HealthScan score from 64% to 92% over 18 months, reducing errors from 22,000 to a very minimal number.
- Improved platform health: We enhanced platform stability by cleaning up legacy data and improving incident management processes.
- Secure SAP integration: The custom ServiceNow-SOLMAN/CoreALM integration ensured secure data flow between ServiceNow and SAP endpoints, adhering to strict security policies.
- Streamlined operations: The development of a framework to manage common use cases like reassignment, ticket closure, and inactive user management led to more efficient operations, improving overall employee experience.
