Simplifying IT Service Delivery for a Large Tribal Nation with ServiceNow

For a large tribal nation supporting thousands of employees across government, healthcare, education and business operations, managing IT services had become increasingly complicated. Years of growth had created inconsistent processes, overlapping service offerings and a service catalog that was difficult to navigate.

The organization was ready to move beyond its legacy IT platform, but simply replacing the technology wouldn’t solve the underlying challenges. We partnered with the tribal nation to implement ServiceNow, simplify how IT services were managed and make it easier for employees to get the support they needed. The work brought together process redesign, platform implementation and organizational change management to improve how IT operated across the business.

Different teams, different processes and a growing list of service requests had made consistency difficult.

We worked directly with IT leaders and process owners to understand how work was getting done, where processes differed and what needed to change. Together, we redesigned incident, change and request management processes, establishing clearer workflows, approvals and responsibilities across IT teams.

Finding the right IT service shouldn’t be complicated. But years of additions to the existing catalog had created duplicate offerings and unnecessary complexity.

We reviewed the catalog, removed more than 150 redundant or outdated offerings and reorganized services to make them easier to find and request.

We also implemented ServiceNow Employee Center and Virtual Agent, creating one place for employees to access IT support, find answers, submit requests and track their progress.

The organization also needed a clearer picture of its technology assets and the information supporting day-to-day IT operations.

We implemented ServiceNow ITSM, Hardware and Software Asset Management, and Configuration Management Database (CMDB) capabilities to improve how IT services, devices and assets were tracked and managed.

By connecting ServiceNow with existing employee, identity and device management systems, we helped bring important information together and reduce reliance on disconnected data sources.

Rolling out a new platform across a large organization takes more than technical implementation. IT teams and employees need to know what’s changing and how to work within the new system.

We worked alongside the client’s teams on testing, training and go-live preparation, helping administrators, IT agents and stakeholders get comfortable with the new platform and processes.

The result was a successful transition from the legacy system to ServiceNow with minimal disruption to day-to-day operations.