Understanding the Common Service Data Model (CSDM) in ServiceNow
The Common Service Data Model (CSDM) serves as a unified framework that helps organizations manage and illustrate their services and related data…
This not-for-profit organization stands as one of America’s leading workers’ compensation insurance carriers, managing over $4.7 billion in investments. With six regional offices and a dedicated team of more than 1,100 employees, they provide coverage to over half a million workers. Beyond offering insurance, the organization is committed to enhancing workplace safety and maintaining low insurance premiums. The state in which they operate is recognized for having one of the country’s most effective workers’ compensation systems, featuring low workplace accident rates and some of the lowest premiums.
Despite implementing ServiceNow in 2015, this nonprofit faced slow platform adoption due to limited resources for new development. Their staff, accustomed to familiar but outdated ways of working, struggled to see the value in transitioning to new workflows, leading to frustration and continued reliance on disparate legacy tools. This resistance to change created inefficiencies, leaving them feeling overwhelmed and stuck in their old ways.
For over a decade, they depended on a cumbersome, maintenance-heavy spreadsheet to manage their on-call schedule. This manual process not only drained time and energy but also complicated communication and coordination, leaving on-call workers feeling disconnected and out of the loop.
They longed for a solution that would simplify their work and bring their teams together. Their vision was clear: a streamlined, efficient system within ServiceNow that would provide agents and technicians with a unified workspace, enhancing productivity and fostering better communication. Yet, with limited internal capacity, they faced the daunting challenge of turning this vision into reality.
Nonprofits do vital work for our communities, often with limited resources—they deserve systems that deliver maximum impact, quickly.
This nonprofit engaged Beyond20 through our ServiceNow Managed Services package, a managed services agreement that provides a flexible bucket of hours for us to address their specific needs. Our partnership allowed us to quickly respond to their challenges and deliver targeted improvements across their ServiceNow platform.
Understanding the urgency of their situation, we worked closely with their team to implement the following solutions:
Customized ITIL 4 Training: To drive widespread adoption of ServiceNow and ITSM concepts, we conducted a series of private, customized ITIL Foundation classes for their IT teams. This training was instrumental in aligning their staff with best practices and fostering a deeper understanding of the value of these methodologies.
Seamless On-Call Management: We integrated ServiceNow with Twilio to automate IT on-call scheduling. Now, priority tickets trigger automated text messages and phone calls to on-call agents, ensuring critical issues are addressed promptly without manual intervention.
Unified Workspace: To simplify access to essential tasks, we set up the Service Operations Workspace, allowing IT workers to manage their work from a single, centralized location. This change significantly reduced the time spent switching between tools and increased overall productivity.
Improved Communication: Recognizing the need for more effective communication, we integrated ServiceNow with Microsoft Teams, enabling smoother collaboration across the organization. Additionally, we set up Virtual Agents to provide quick, automated responses to common inquiries, freeing up their team for higher-value work.
Optimized Workflows: We made thoughtful additions and updates to form fields within ServiceNow, ensuring their processes were aligned with best practices and tailored to their specific needs. Alongside these improvements, we provided process coaching around change enablement, equipping their team with the knowledge and tools to sustain these enhancements long-term.
Before partnering with Beyond20, this nonprofit was only scratching the surface of ServiceNow’s capabilities. Through their SNSA package, we helped them develop a comprehensive roadmap that included critical integrations with essential tools, significantly streamlining their operations and enhancing overall functionality.
Beyond20 also played a key role in helping the nonprofit prioritize their development efforts, enabling more effective resource allocation and investment planning over time. Additionally, our customized ITIL 4 Foundation training classes were crucial in driving the adoption of ServiceNow and ITSM practices across the organization—something they had struggled with before.
As these integrations, improvements, and training take hold, the nonprofit is set to see substantial gains in operational efficiency and service delivery. The comprehensive approach not only accelerated their use of the platform but also laid the groundwork for long-term success, making the full adoption of ServiceNow and ITSM practices an inevitable and impactful outcome for the organization.
