Optimizing ServiceNow Performance

Client

The client, a Fortune 100 company and a global leader in technology and manufacturing provides solutions to address global safety, security, and energy challenges. With approximately 110,000 employees worldwide, including more than 19,000 engineers and scientists, it has an unrelenting focus on quality, delivery, value, and technology.

Challenges 

• The ServiceNow Platform was not providing a smooth experience due to repetitive performance and usability incidents. 
• It was difficult to identify high-risk customizations as there was no ready reference on technical debt details.
• Manual code inspection and corrective actions consumed a lot of time.
• There was no technical debt and total time to resolve details to review and analyze. 
• Developers had no baseline to adhere to. 
• There was a lot of dependency on technical review and peer code reviews. 

LTM Solution

• Leveraged LTM Platform Doctor to run an initial scan of the platform to identify misconfigurations and best practice violations. 
• Implemented fixes and enhancements within 10 weeks to elevate platform health by up to 85%. 
• Identified more than 100 checks causing high-priority impact. 
• Utilized Platform Doctor to identify technical debt impact and prioritize fixes and recommendations.

Business Benefits

• About 30% reduction in technical debt
• Over 80% ServiceNow Health
• 20% Reduction in BAU issues due to core tech debt fixes
• Increased overall platform productivity and adoption.