Windward executed an end-to-end greenfield ServiceNow ITSM implementation. The engagement began with discovery workshops to understand the organization’s needs and key ITSM use cases. From there, Windward:
- Implemented ITSM processes tailored to business needs, including SLAs, assignment rules, templates, notifications, and integrations.
- Built 12 Service Catalog items and developed a repeatable process for creating additional catalog items.
- Introduced problem management, enhanced incident and change management workflows, and ensured compliance with best practices.
- Delivered demos throughout the project lifecycle and developed comprehensive as-built documentation, admin guides, and user guides to support adoption and knowledge transfer.
Streamlined Service Catalog: Created 12 catalog items with a scalable process for future additions, improving request submission and user experience.
Improved Incident Management: Enabled real-time tracking through SLAs, notifications, and the Employee Center, increasing visibility for both fulfillers and end users.
Problem Management Introduced: Implemented root cause analysis and resolution capabilities, reducing recurring issues and improving system stability.
Stronger Change Management: Established robust workflows, including mandatory post- implementation reviews and automated CAB meeting scheduling, reducing unauthorized changes and strengthening governance.
Organizational Readiness: Provided training, documentation, and live demos across departments, ensuring successful adoption by service desk operators and administrators.
