CASE STUDIES

ZERO DEFECTS UPGRADE

SEAMLESS MULTI-HOP UPGRADE THROUGH AN ACCERELATED AND WELL DEFINED METHODOLOGY


INTRODUCTION

With the fast-growing ecosystem of ServiceNow, it has become a mandate to catch up with all the capabilities that the tool is providing. One step towards this is to have the System in the most recent family and propose new features to the Client that can help them grow in the most effective way.

With the right upgrade practice, an organisation can leverage the full potential of the ServiceNow platform. Service Stack Technologies helped a client with a well-defined methodology which shows current problem areas that deters the upgrade along with a remediation action plan for the upgrade to complete successfully.




UPGRADE PROCESS



STACKIAN’S APPROACH

We helped the system improve in terms of performance. We enabled our customer to align the platform nearer to an out-of-the-box setup which supports seamless upgrades.


LEVERAGE ON NEW FEATURE

As the New Family was introduced, it was critical to leverage and make the most of the features provided by ServiceNow.

ANALYSE THE SYSTEM

It supported various Modules and Solutions for Client’s process such as Legal, Facilities etc, built in ServiceNow, the system was highly customised to fullfil the needs. Thus, it was critical that all the Customisations were known and were kept a track of. Having a track of all the Customisations helped in changing the current features and with any future enhancements that needed to be built.

OUR GOAL

It was critical to get the Upgrade right, as all the existing processes could potentially have a direct impact on the users if something broke down during the Family Upgrade.



CHALLENGES

  • 15+ Integrations
  • 10 Modules
  • 2 Hops: Jakarta Kingston London
  • Heavy Customisation


AUTOMATION

  • Zero Defect Upgrade
  • Minimal Downtime
  • Use of New Features
  • Awareness on Existing Defects
  • Analysis (Understanding the System)
  • Upgrade Friendliness
  • Best Practices to Adhere