ServiceNow Platform Consolidation | Global Retailer

Powering IT Efficiency: Merging Systems to Streamline a Retail Brand’s Growth with ServiceNow

The Client

A large global apparel company with a diverse portfolio of lifestyle brands, this organization operates across multiple regions and serves customers through both direct-to-consumer and wholesale channels. With a workforce of thousands, they have been an industry leader for years, known for their commitment to quality, innovation, and strong brand loyalty in an ever-evolving market.

The Challenge

In the wake of a recent acquisition, the organization needed to merge two distinct ServiceNow systems to create a unified, shared-services model. Each system had been developed independently, which led to challenges in aligning key processes and ensuring consistent operations across the enterprise.

One of the primary obstacles was the differing ways the two systems managed services and requests. These inconsistencies needed to be addressed to ensure that the new platform could function smoothly and meet audit requirements. Additionally, the integration process involved restructuring how teams and groups were organized to fit the new model, while also ensuring that crucial data, including a heavily relied-upon custom element, was seamlessly integrated.

The organization’s goal was to create a single platform that would support more efficient decision-making, streamline operations, and maximize the return on investment from their ServiceNow platform.

The Engagement

Growing as an organization shouldn’t come at the cost of operational efficiency.

As the organization grew, it became increasingly important to ensure that their platform supported both employees and customers with efficiency and ease. To meet this goal, we partnered with their IT and business services teams to merge two distinct ServiceNow systems into a unified platform. Our approach focused on strategic planning, technical precision, and delivering rapid, measurable results. Here’s how we helped bring their vision to life:

• Data Alignment: We worked to align key data fields across the two systems, ensuring consistency in how business services, core functions, and categories were structured. This alignment created a more cohesive user experience and enabled seamless data flow throughout the platform.
• Custom Table Integration: One brand had a custom table critical to its operations, so we transferred and fully integrated it into the new platform. This preserved vital workflows without any disruption to daily operations.
• Service Catalog Consolidation: Our team streamlined the service catalog, merging duplicate processes and standardizing tasks like new user and service requests. The result was a more efficient, unified catalog that improved how users across both brands interacted with the system.
• Single Sign-On (SSO) Implementation: To enhance both security and convenience, we integrated Okta Single Sign-On (SSO), allowing users seamless access to the platform while reinforcing the security framework.
• Future Planning: Beyond the immediate consolidation, we developed a forward-looking roadmap, including plans for future integrations with systems like Jira. This ensured the organization was well-positioned for long-term success and flexibility as they continue to grow.

Through these efforts, we delivered a tailored solution that not only met the organization’s current needs but also established a solid foundation for future scalability and success.

The Result

Upon completion, this retail giant achieved a fully integrated, optimized ServiceNow platform that allowed them to operate as a unified enterprise. The new shared-services model provided clear visibility into operations across all brands, enabling data-driven decisions and significantly reducing manual efforts. The streamlined system also improved the user experience, allowing teams to perform tasks more efficiently and freeing up resources for other strategic initiatives. The engagement resulted in enhanced automation, more accurate reporting, and a rapid time to value, empowering the organization to leverage their ServiceNow platform to its fullest potential.

The success of this project not only resolved the initial pain points but also positioned the organization for continued success, proving the impact of a well-executed technological integration on long-term business performance.