ServiceNow Service Request Development and Upgrades

Enterprise Service Management

Their Challenge

This innovative Consumer Products company was experiencing increased demand to provide enterprise services through ServiceNow. The company’s IT was under pressure to deliver to a number of initiatives with limited budget and shortage of ServiceNow experienced resources. They needed a reliable and nimble partner with broad ServiceNow expertise that could rapidly deliver cost effective solutions and maintain their ServiceNow instance current.

What We Did

itsoli provided a team to implement high priority initiatives, respond to minor change requests, and maintain the ServiceNow platform. In a short order, itsoli implemented several initiatives including a module for Work from Home Resource Pick Up service to provide timely, safe coordination of escorted re-entry into the company’s facilities during Covid-19 pandemic, and integrated workflows for the company’s Contingent Worker Approval and On-boarding processes. These implementations consolidated and automated multiple processes and provided a seamless and highly visible experience for the requestor.


itsoli’s rapid response to these high priority initiatives resulted in eliminating scheduling delays and manual hand-off errors, and improved process flows and employee productivity in some key processes during changing work imperatives. itsoli has now become an extension of the company’s Operations team, engaged in all aspects of planning and implementation of new services as well as maintenance of their ServiceNow platform.

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