August 11, 2025
Results
ITSM: Incident Management
THE CLIENT
The client, a global pharmaceutical and healthcare leader, is on a mission to support and improve human health worldwide. As an innovative organization, it has invested in the ServiceNow platform to digitize and streamline business processes across multiple functions, including IT service management (ITSM), IT operations management (ITOM), and HR.
– Client Representative'
The client faced increasing challenges with its customized ServiceNow platform. The complexity of the system, growing technical debt, and the need for external support signaled the need to return to out-of-box functionality. Simultaneously, the client aimed to re-internalize ServiceNow expertise, focusing on governance and streamlining processes.
Adding to these issues, the client planned to further digitize and consolidate technology capabilities using additional ServiceNow applications. This required a thorough assessment of the current state and a strategic roadmap.
Further complexity arose with the need for a minimum viable Major Incident Management (MIM) product, ensuring compatibility with a planned platform upgrade, and conducting comprehensive user acceptance training and knowledge transfer to the client’s personnel. Balancing these varied objectives represented a substantial challenge.
THE PARTNER EXPERIENCE
The collaboration between the client and Ondaro did not merely resolve existing challenges; it laid the groundwork for a sustained partnership. Together, they initiated an additional project. With a focus on reducing technical debt and aligning services with the ServiceNow Common Service Data Model (CSDM) framework, this next phase exemplifies the client’s trust in Ondaro’s ability to deliver continued innovation. The ongoing relationship showcases a shared vision for scalability, sustainability, and leveraging the latest advancements in IT Service Management.
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.
Your journey to innovation is just a click away. Schedule your meeting with our Ondaro advisors and become part of the success story that defines your organization’s future.