Pinellas County Unlocks Value from ServiceNow Enterprise Architecture

Results

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9 months to go-live
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Faster application portfolio decisions
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Consistent rationalization capability
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Stronger service and cost visibility

Applications

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THE CLIENT

Serving nearly 1 million Florida residents

Pinellas County serves nearly 1 million residents on Florida’s west coast, spanning a densely populated peninsula between Tampa Bay and the Gulf of Mexico. Guided by a strategic vision “to be the standard for public service in America,” the county focuses on progressive public policy, superior public service, and responsible management of public resources for today’s residents and future generations. As its digital services and technology landscape grew more complex, Pinellas County needed a clearer, more efficient way to manage its application portfolio and technology services so it could continue delivering reliable services to the community. 

“This has been one of the best experiences we have had with a ServiceNow implementor. There were several standouts, but I must call out a couple. We had a top-notch PM, [. . . ] one of the best we’ve worked with. And our account manager was a pleasure to work with.” 

— Client Representative, Pinellas County 

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THE CHALLENGE

Paying for APM without getting real value

 

Pinellas County had implemented Application Portfolio Management (APM) years earlier with another partner, but the rollout never delivered meaningful value. Much of the county’s application and service data remained in ad hoc documents and spreadsheets, making it difficult to gain a clear, enterprise-wide view of its technology landscape. As a result, application rationalization was inconsistent, and the county lacked a repeatable, enterprise-grade way to assess which systems should be retained, retired, or consolidated. 

By late 2024, the county recognized the need to reset its approach and re-implement what ServiceNow now calls Enterprise Architecture (EA). However, once the project began, it became clear that the county’s internal team had deeper experience and more advanced needs than the original scope assumed. The county wanted to move beyond foundational EA maturity and expand into IT operations management (ITOM) and service mapping to improve visibility and decision-making. At the same time, it needed a solution that maximized the value of its limited professional services budget while meeting its long-term technology governance goals.

 

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THE SOLUTION

Building stronger EA and ITOM capabilities through expert guidance

Early in the engagement, Pinellas County and Ondaro agreed to shift from a standard implementation to an expert advisory model that better fit the county’s advanced needs. Instead of configuring the platform on the county’s behalf, focus was placed on Enterprise Architecture and ITOM consulting while the county’s internal team executed the hands-on development work.  

Over nine months, the two teams worked closely to rebuild the county’s EA foundation, using the maturity model to clarify capabilities at the crawl, walk, and run levels and what each required. Through targeted working sessions, the county established a unified application portfolio, clearer lifecycle governance, and a consistent approach to application rationalization. At the same time, Ondaro’s ITOM expert helped strengthen service mapping and CMDB alignment by refining service definitions, improving data structures, and introducing multiple mapping methods, including top-down discovery and dynamic CI groups. 

These sessions gave the county a more accurate view of its services and enabled the creation of cost models that better reflected how technology supports operations. By combining process expertise with technical guidance, the county created sustainable EA and ITOM capabilities rather than relying on external configuration. By the end of the engagement, Pinellas County had a more efficient application portfolio, stronger service mapping foundations, and clearer visibility to guide future technology decisions. 

 

 

THE PARTNER EXPERIENCE

Collaborating as one unified team

Pinellas County approached the engagement as a true partnership, working side by side with Ondaro to strengthen its internal capabilities. The county’s team led the configuration work while relying on Ondaro for expert guidance, clarification, and support as complexities arose. This shared approach helped the county connect platform decisions to real operational needs and build confidence in its long-term EA and ITOM strategy. 

By the end of the project, the relationship had deepened to the point that the county invited Ondaro to join executive briefings as an extension of its own team. Pinellas County described the experience as one of its best with the ServiceNow platform, reflecting a partnership built on trust, collaboration, and meaningful progress. 

 

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Let’s Innovate Together!
 

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