Case Study: Overstock.com achieves elimination of 1,000 lost productivity days and faster IT onboarding with ServiceNow

Overstock.com Ensures Every New Employee Hits the Ground Running

Overstock.com is a Salt Lake City–based online retailer with more than $1.6 billion in revenue and 1,500+ employees that hires 300+ professional associates annually. Onboarding was complex and manual—60–80 interactions per hire—and new employees typically waited three days for equipment and access, costing the company roughly 1,000 days of lost productivity each year.

Overstock automated role-based IT onboarding with ServiceNow by modeling roles and entitlements in the CMDB and integrating HR data to drive provisioning and facilities requests. The solution cut manual interactions to fewer than eight, ensured new hires are productive on day one (saving about 1,000 days annually), improved asset accuracy, automated account and ACL setup, and simplified Active Directory from ~1,800 to 1,000 groups for better compliance and decision making.

Overstock.com

Brian Wagstaff

Director of Technology Services