Case Study: a 2021 CIO 100 award-winning U.S. construction conglomerate improves ServiceNow catalog workflows with Flatworld Solutions

The 2021 CIO 100 Award Winner streamlines ServiceNow workflows with Flatworld Solutions in 5 ITSM processes

The 2021 CIO 100 award winner, a top US construction company, faced challenges with its outdated and underutilized ServiceNow platform. With few internal resources, their processes for ServicePortal, ServiceCatalog, and CMDV were resource-intensive and led to complex integration issues. They partnered with Flatworld Solutions to modernize their system and consolidate IT control.

Flatworld Solutions implemented a customized ITSM solution by bifurcating service catalog items into three categories—employee equipment, access rights, and financial operations—and creating unique ServiceNow workflows for each. This included developing a multi-level service request feature and supporting five key ITIL processes: Incident, Change, Knowledge, Request Fulfillment, and Configuration Management. The result was a uniform IT service management system across all levels, which processed requests more efficiently than ever before and allowed for the automated submission and fulfillment of complex, multi-level service orders.