case studies Syniad IT

Defining ServiceNow tool requirements

Client Challenge

Our client, a leading player in the financial services sector required help with their ServiceNow tool requirements. They were in the process of transitioning from a traditional single-service provider model to a multi-service provider, SIAM model. As part of this transition, they were also implementing ServiceNow, and they were working to tight deadlines to automate their processes in a manner which was compatible with their SIAM operating model objectives.

How we helped

We facilitated workshops for Incident, Problem, Request Fulfilment, Knowledge Management and Configuration Management, providing constructive challenge to the client and producing high-quality tool requirements documentation.

  • Solution implementation

We then worked alongside the ServiceNow systems integration team, Service Integrators, to implement the process changes, Service Catalogue and configuration changes in the tool over a 3-month period.


  • Maintain, update and adapt

The desired changes were implemented within the time constraints.

We worked with the organisation’s testing team to develop an efficient approach to the system, integration and user acceptance testing.

We’re now engaged to help them meet the challenge of integrating ServiceNow into the tool sets of their selected sourcing partners.

Also, read our blog “Are you maximising your ServiceNow investment”?