Optimizing ServiceNow Performance:

Client

A Fortune 500 company that invents technologies and offers solutions to provide loyalty and marketing services, such as private label credit cards, coalition loyalty programs, and direct marketing, derived from the capture and analysis of transaction-rich data.

Challenges 

• Dearth of visibility into ServiceNow misconfigurations and coding bad practices.
• Lack of recommendations to convert bad practice to suitable practice configurations. 
• Absence of tools to measure technical debt leading to performance issues. 
• No dashboard to monitor instance health.

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 ten weeks to elevate platform health by 10 percent (from <70 percent up to >80 percent).
• Delivered an intuitive portal with real-time insight into health scores for performance, security, upgradability, manageability, and user experience.
• Utilized Platform Doctor to identify technical debt impact and prioritize fixes and recommendations.
• Live dashboard to monitor instance health.
• Unlimited scans to drill down into the root cause of platform instability and low health.

Business Benefits

• ~79K violations were reported, false positives removed, and guidance provided for fixes.
• Ensured a clean greenfield implementation 90% close to Out of the Box (OOB). 
• Enabled ServiceNow best practice compliance.