How we optimized ServiceNow utilization for a leading logistics provider

Inefficient utilization and lack of automation

Despite having ServiceNow in place, the client faced several inefficiencies that hindered their ability to maximize ROI:

• Underutilized Licenses and Redundant Roles: Inactive roles were consuming unnecessary licenses, leading to increased renewal costs.
• Limited Portal Accessibility: The existing Service Portal lacked branding and essential self-service features, reducing user adoption.
• Duplicate Data in CMDB: Configuration errors resulted in duplicate configuration items (CIs), affecting impact analysis and operational decision-making.
• Absence of a Centralized Knowledge Base: Employees relied on support agents for routine queries, increasing resolution times.
• Lack of Automation: Manual ticket handling created inefficiencies as support volume increased.

To address these challenges, the client partnered with zeb to optimize ServiceNow utilization, enhance automation, and implement a structured self-service framework for improved efficiency.

Optimizing ServiceNow for efficient license management, self-service, and automation

To address the fragmented customer service landscape, we established an AI-powered virtual agent roadmap, a strategic vision focused on automation, predictive AI, mobile access, and third-party integrations. This laid the foundation for a scalable, self-service–driven support model.

Building on this, our experts conducted an in-depth assessment of the client's existing ServiceNow environment to identify inefficiencies and areas for improvement.

Through a structured approach, we implemented the following solutions:

• License Utilization: Conducted a thorough audit to identify over 30 inactive roles consuming unnecessary licenses. Revoked redundant roles and realigned licenses to maximize the value of their HAM Pro subscription.
• Self-Service with Employee Center (EC): Migrated the existing Service Portal to Employee Center, designing a more intuitive interface with structured and seamless employee experience, FAQs, announcements, and TBM-based taxonomy. Improved navigation and accessibility encouraged higher user adoption.
• Migrated the existing Service Portal to Employee Center to deliver a more structured and seamless employee experience. The new interface features intuitive navigation, guided workflows, contextual FAQs, announcements, and a TBM-based taxonomy, enhancing accessibility and driving higher user adoption.
• Enhanced CMDB Data Health: Corrected misconfigured rules that led to duplicate CIs, ensuring data consistency and improving impact and dependency analysis.
• Centralized Knowledge Base: Developed a self-service knowledge repository, identifying and documenting the most common user queries. This significantly reduced the need for agent intervention in routine inquiries.

By implementing these solutions, we transformed the client's ServiceNow environment into a more cost-effective, and user-friendly system.

Smarter decision-making and future-ready operations

• 30% reduction in licensing costs through optimized role and license management.
• 60% increase in self-service adoption with the upgraded Employee Center portal.
• Elimination of duplicate CIs in CMDB, improving data accuracy and operational decision-making.
• Established AI roadmap for future implementation of virtual agents and automation

Looking to enhance efficiency, reduce costs, and improve self-service capabilities in ServiceNow? Our experts deliver structured roadmaps and tailored implementations to drive measurable business outcomes.

Get in touch today to optimize your ServiceNow environment.