From Stalled to Streamlined: Reimagining ServiceNow ROI

For a mid-sized financial services firm, the ServiceNow platform had potential, but it wasn’t delivering. Tickets were delayed, enhancements were stalled, and user satisfaction was on a steady decline. Leadership had invested in the platform to drive automation and IT efficiency. Instead, they found themselves bogged down by poor adoption, underutilized modules, and long admin cycles.

They didn’t need another tool – they needed a transformation partner.

Enter AHEAD India.

The Challenge: Platform Underperformance and User Frustration

The client’s ITSM platform suffered from several compounding issues:

• Low automation rates, leading to heavy manual intervention
• Limited admin bandwidth to implement updates or fixes
• Poor visibility into platform health and compliance status
• HRSD workflows that weren’t intuitive, slowing adoption
• SLAs repeatedly missed, undermining platform credibility

These gaps reduced efficiency and created friction between IT teams and internal users.

AHEAD’s Approach: A Holistic, Managed Model for ServiceNow Success

AHEAD India deployed a comprehensive managed services model to turn things around. We took over day-to-day administration and enhancement work, while simultaneously identifying gaps and automation opportunities.

Our experts introduced workflow tuning, proactive health monitoring, and compliance dashboards. We also partnered with U.S.-based advisory teams to align platform improvements with business goals – bridging tactical execution with strategic transformation.

Key components included:

• 24×7 admin and enhancement support
• Platform health checks and usage dashboards
• Automation and performance tuning of ticketing workflows
• User training and adoption campaigns across ITSM and HRSD
• Compliance tracking and audit readiness

Results: A Platform That Delivers Value – Not Backlogs

In just a few months, the outcomes were clear:

• Ticket‑resolution time dropped by 40 percent
• CSAT climbed to 4.8 / 5
• Knowledge‑base self‑service began deflecting a significant share of repetitive, low‑effort tickets
• Application‑access requests moved from multi‑day fulfillment to near‑instant completion through automation
• Standardized playbooks trimmed triage effort and kept resolutions consistent
• Role‑based dashboards gave agents, managers, and executives real‑time performance insight, restoring executive confidence

The ServiceNow platform is no longer simply running; it is driving continuous improvement across the enterprise.

What’s Next: Expanding into ITOM and Beyond

Encouraged by the results, the client is now expanding into ServiceNow ITOM with AHEAD India leading the implementation. Future plans include integrating observability tools, refining CMDB health, and deploying self-service experiences.

Together, we’re helping the client realize the full potential of their ServiceNow investment- by delivering impact that’s measurable, sustainable, and scalable.