A ServiceNow PPM implementation to deliver higher quality services faster

A Fortune 500 engineering firm and global provider of technical, professional, and scientific services wanted to integrate its newly-acquired IT service management (ITSM) platform with the existing ServiceNow instance. The client was also looking to define a process for software asset management and integration between ITSM and endpoint management systems.

Business Challenge

The client was facing issues with tracking project approvals, budgets and timelines. There was no centralized data repository to identify resource availability and no time tracking, reporting, or historical data available to check performance. The client was looking to improve the end-user experience and customer satisfaction.

Technology Components

  • ServiceNow Project Portfolio Management


  • Implemented new timesheet functionality to roll up all the hours on which a user can submit time cards for multiple tasks assigned to him and created a custom approval workflow as per the organization process.

  • Populated different skills to help in the skill-based assignment as well as labor rate cards to align labor rates for employees and contractors.

  • Created different reports for tracking project Actuals vs Planned.

Transformational Effects

  • 45% improvement in resource forecasts in the first 6 months

  • Improved transparency and clarity on budget and status of projects

  • Improved focus on priority projects and better involvement of stakeholders in decision making

  • Significant reduction in staffing costs with better resource utilization with a single system of record and readily available reports

  • Data-driven decision making, project and resource dashboards

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