August 11, 2025
Results
App Engine
The client, a large public higher education system in New England, is a complex ecosystem of over a dozen public colleges and universities. These institutions strive to offer affordable, innovative, and rigorous programs that empower students to achieve their personal and career goals while contributing to the state’s economic growth.
- Client Representative
The client relied on the ServiceNow IT Service Management application to manage several critical functions, including incident management, change management, and knowledge management. Despite its existing utilization of ServiceNow, the system lacked the capability for service request submission and ticket category creation. Further, the HR department faced pressing needs for automation, specifically for their request to fill (RTF) process. The need for a comprehensive assessment and a roadmap for platform maturation became apparent, along with the need to automate several critical HR workflows.
Understanding the client’s challenges, Ondaro deployed a dual strategy. First, it performed a comprehensive assessment of the client’s existing ServiceNow platform and provided a roadmap detailing steps toward platform maturation. This roadmap offered valuable insights into the client’s business needs, objectives, and the path toward enhanced ITSM. Second, Ondaro used ServiceNow’s App Engine to automate the RTF process, an immediate priority for the HR team. The result was a tailored system that addressed the client’s unique needs and delivered measurable improvements in both ITSM and HR workflows.
The client-Ondaro partnership exemplified the power of collaboration and innovation. Ondaro’s team was not just a technical consultant; it was an active partner that understood the client’s business needs and requirements deeply. It showcased flexibility, engagement, and task adherence, thereby fostering a relationship based on mutual trust and shared goals. By working hand in hand, the client and Ondaro could collectively unlock the potential of ServiceNow, creating a roadmap for improved ITSM and automating critical HR processes, thus building a foundation for ongoing collaboration and success.
Ondaro’s unparalleled expertise is ready to tackle your unique challenges and transform your aspirations into reality. We’ll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.
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