Next-level home office with a global logistics company

Servicenow case study implementation logistics comapny

Next-level home office with a global logistics company

About our client

Logistics and transportation company is a British firm that offers complete supply chain solutions utilizing high-quality infrastructure, modern facilities, and proven IT systems like ServiceNow to meet and exceed the expectations of their customers. The organization is committed to developing employees, focusing on consistent quality and service to their customers by providing the employees with the skills, training, support, and opportunities. To deliver this, Logistics company has developed a Global Human Resources Team (GHR) that supports and encourages employee development activities within each region and at every location in the company.

Main goal: adjusting to the new reality

Since the COVID-19 outbreak working from home has become a norm for most companies. The problem was how to ensure workers with the needed office supplies like desks, monitors, etc. Client wanted to provide its employees with a simple, productive at-home office. As it was a big project, logistics company as a ServiceNow client, decided to get help from an experienced partner, SPOC.

CSM as a solution

SPOC proposed implementing either App Engine to address only the client’s employees or Customer Service Management (CSM), opting finally for the second one. The CSM was an optimal choice since it allows speed to market, cost and fulfilling clients’ expectations – all of it based on existing infrastructure. It could also support many external users, which in practice meant separating data, setting up accounts, and access management.

Our perspective

Magda Kurzymska

I’m proud that we were able to implement such a custom solution for a client. I hope it will bring as many benefits as planned. Of course, I hope that our cooperation will continue to grow and create new opportunities to develop the platform. 

Magdalena Kurzymska

Project Manager at SPOC

Project Manager

Development stages 

Thanks to the workshops, it was possible to create a backlog. SPOC with client agreed that the initial grand vision needs to be streamlined and scaled-down, beginning with an MVP and expansion in the next phases. The choice of CSM allowed the creation of 2 roles at customer – the fulfiller, responsible for the order processing and the requester that sends their order.  


The realization of the project was divided into 2 phases – both of them lasting three months. In the first phase, SPOC created a useful product, and in the second – improved the visual aspect. SPOC decided to start with a solid requirement analysis and workshops that allowed further discussions, presenting a short CSM demo for our partner.  

SPOC’s roadmap: 


  • Sprint 1 – launching CSM, service catalogue, creating basic test accounts, separating Office In The Box orders from basic OIAB Portal set-up  
  • Sprint 2 – workflow, portal customization, “completing” the process 
  • Sprint 3 – integration with the WMS system for sending order information from ServiceNow and receiving Estimated Time of Delivery as well as Actual Time of Delivery back to ServiceNow  

Benefits from cooperation with SPOC 

A portal where requesters can choose and order necessary home office equipment

The logic for the ticket system, a complete set-up for new clients and automatization in terms of adding people to different groups

Administration back-end to define access and available products for the clients

Possibility to add new integrations and additional configurations like allowance and approvals

Highly adaptable additional functionalities, e.g., health and safety materials for a smooth onboarding

Fixes of existing instance problems, e.g. admin access rights or portal widgets, additional UX support

What does the client say?

We didn’t think we could achieve such an ambitious plan. Together with SPOC, we worked out the project phases, the required elements and enhanced them with entirely new capabilities. Certainly, a great advantage of cooperation is the flexible approach and competence of the project team – together, we create unique solutions for us. 

Customer representative

European ServiceNow and Service Desk Manager

Data-Driven Transformation: Elevating Law Firm Efficiency with ServiceNow

Data-Driven Transformation: Elevating Law Firm Efficiency with ServiceNow


Our client is a British multinational law firm, headquartered in London, England. Founded in 1838, it is a member of the “Magic Circle” of elite London-headquartered law firms. In a sweeping transformation, our client introduced Secretarial Services, a novel approach to managing secretarial tasks across practice groups. Shifting away from the conventional model of assigning secretaries to individual fee earners, they adopted a unified approach to streamline operations and enhance task completion.

Main challenges

In navigating their journey towards streamlined excellence, the law firm grappled with several pivotal challenges: Balancing Workload Equilibrium: Orchestrating an equilibrium in task distribution among secretaries while maintaining a dynamic responsiveness to real-time demands. Effort Transparency and Analysis: Unveiling the intricate tapestry of effort expended by each secretary on diverse tasks, facilitating informed decisions to optimize productivity. Harnessing Fee Earner Insights: Crafting a conduit to channel insightful feedback from fee earners, illuminating avenues for continuous enhancement of service quality. Insight-Driven Decision Landscape: Transforming raw data into a wellspring of actionable insights to fuel the firm’s strategic and informed decision-making.


The law firm harnessed the power of ServiceNow, a robust enterprise cloud platform, to seamlessly integrate with their Secretarial Services implementation and tackle these challenges head-on, ushering in a new era of data-driven operational excellence.

1. Task Distribution: Leveraging ServiceNow, real-time task tracking became possible, offering a dynamic view of task volume throughout the workday. Trend diagrams illuminated task patterns, enabling precise coordination of secretaries across different times and locations, effectively balancing their workload.

2. Performance Evaluation: ServiceNow provided a window into the efforts invested by each secretary on specific tasks. Armed with this data, the management could provide tailored feedback, identify skill gaps, and offer targeted training to enhance individual and collective performance.

3. Feedback Ecosystem: With ServiceNow’s intuitive interface, collecting insightful feedback from fee earners regarding secretarial service quality became a streamlined process. This continuous feedback loop empowered the firm to refine and elevate their service offerings continually.

4. Data-Driven Strategic Making: ServiceNow’s transformative capabilities turned raw data into actionable reports, offering valuable insights into secretarial operations. Armed with this intelligence, the firm’s leadership made informed and strategic decisions to optimize operations.

Our perspective

Marta Piotrowska

Within this transformative tapestry, cohesive teams harmonize with data-driven insights. Through Secretarial Services, our client’s secretaries rally in unity, fortifying support to fee earners. The integration of ServiceNow ignites a paradigm where data unfurls strategic decisions, shaping task distribution dynamics and amplifying performance. This triumph galvanizes our pursuit to craft bespoke applications, perpetually refining operational effectiveness for our diverse clientele.

Marta Piotrowska

Project Manager at SPOC

It may sound as exorbitence to use enterprise service management platform to manage even most simple business processes. The secret is to utilize the components that would bring values without overcomplicating process and allow to accelerate not changing the way of working that much. In my eyes this is what was achieved by this project – introducing new modern digital surface, reducing manual effort and incorporating far greater visibility and tracebility to the task handling process but still keeping simple things simple.

Karol Skałowski

Engineering Manager at SPOC

Project Manager

Engineering Manager

Success and Future Expansion

The implementation of Secretarial Services, seamlessly integrated with ServiceNow, reaped substantial rewards for the law firm. The shift to a cohesive secretarial unit drastically improved task turnaround times and completion rates, culminating in heightened operational efficiency.

Inspired by this success, the firm envisions extending this approach to other organizational functions, propelling continual operational effectiveness. By adopting similar custom applications, the firm aims to optimize various business processes, ushering in a new era of enhanced performance.

Read more about streamlined legal operations unlock efficiency with a dedicated legal app.


Amplified Operational Efficiency: The cohesive secretarial approach, bolstered by data insights, propelled swifter task completion, optimizing the firm’s operational efficiency.

Elevated Service Quality: Fee earner insights facilitated continuous refinements, leading to an elevated quality of service that resonated throughout the organization.

Strategic Decision Empowerment: Armed with data-driven insights, the firm’s leadership fostered informed decisions, laying the foundation for future-proof strategies.

Enhanced Resource Allocation: Task distribution equilibrium facilitated by ServiceNow led to resource optimization, catering to real-time task demands effectively.

Cultivated Professional Growth: Effort transparency and analysis empowered targeted upskilling, enriching the skillset of secretaries and nurturing professional growth.

Iterative Advancement: The success of Secretarial Services and ServiceNow integration set the stage for broader applications, catalyzing perpetual operational enhancements.

Streamline Service Catalog and Portal Management 

Streamline Service Catalog and Portal Management 

About Veolia

Veolia is a multinational company that has been at the forefront of the environmental services industry for over a century with 160 years of history. With a global presence across 40 countries, Veolia has established itself as a dynamic leader in sustainable resource management, offering cutting-edge water, waste, and energy management solutions. From tackling the challenges of climate change to addressing issues related to resource depletion and environmental degradation, Veolia is committed to delivering innovative and efficient solutions that drive economic and social progress.

Main challenge: resolving the workload with the right ServiceNow partner

One of Veolia’s critical challenges was finding a partner to assist with repetitive tasks and alleviate the burden on their internal team. As the volume of work continued to increase, their existing resources were no longer sufficient, and they wanted to focus on executing the roadmap’s defined points internally. The company was looking for a reliable and competent partner who could effectively provide them with the necessary support to manage their Service Portals and Service Catalogs. The task required a high level of skill and experience, and Veolia needed a partner who could deliver consistently.

How we addressed it

Veolia’s primary challenge of finding the right partner was effectively addressed by leveraging SPOC’s extensive resources to support them. We offered various services, including upgrades, Service Catalog management, and platform health checks. 

As a Managed Service Provider, we were able to create and enhance Veolia’s Service Catalog items, service portals, SLA definitions, and translations, ensuring that everything was delivered with the highest standards. We worked effectively alongside Veolia’s internal resources, maximizing the effectiveness of the partnership. We were able to alleviate the burden on their internal team, free up their resources to focus on critical areas of the business, and ensure that their Service Catalogs and Service Portals were managed effectively.

Our perspective

Collaborating with Veolia has brought a completely new level of quality. We have a mutual understanding and treat each other as equal partners. We approach all client issues with great agility, and Veolia provides a comfortable space to propose our ideas and suggestions.

The Veolia team we work with is composed of fantastic individuals, making establishing long-lasting relationships in business and on a personal level easy.

Milena Szklarska-Behlke

Engineering Manager at SPOC

Engineering Manager

Project’s highlights

The partnership between Veolia and SPOC provided several benefits, including stable support, performance monitoring, and platform development, guaranteeing the maintenance of the platform and the team externally while allowing the client to focus on strategic tasks. Main highlights of this dynamic cooperation: 

  • Fast and professional support for maintaining comprehensive Service Catalogs and Service Portals. 
  • Participation of M&D’s Operations Manager in quarterly meetings organized by the client, facilitating the exchange of experiences and knowledge in support and platform development. 
  • Focus on implementing strategic tasks related to the roadmap by delegating some of the smaller tasks to SPOC. 
  • Support from SPOC’s Service Delivery Manager, ensuring the proper handling of administrative and technical issues. 
  • Access to other SPOC services and specialists. 


Quick and professional support in maintaining comprehensive Service Catalogs and Service Portals

Participation of the M&D Operations Manager in the quarterly meetings organized by the client, which allows to exchange experience and knowledge in support and development of the platform

Focus on the implementation of strategic tasks (related to the roadmap) on the client’s side – delegating some of the smaller tasks to the SPOC partner

Support from SDMa that guarantees correct addressing of administrative and technical threads

Possibility to take advantage of other SPOC services

Checking and keeping the platform healthy

Leverage UX audit to enhance Service Portal and prepare for the future 

Leverage UX audit to enhance Service Portal and prepare for the future 

About Veolia

Veolia is a multinational company that has been at the forefront of the environmental services industry for over a century with 160 years of history. With a global presence across 40 countries, Veolia has established itself as a dynamic leader in sustainable resource management, offering cutting-edge water, waste, and energy management solutions. From tackling the challenges of climate change to addressing issues related to resource depletion and environmental degradation, Veolia is committed to delivering innovative and efficient solutions that drive economic and social progress.

Main challenge: balanced visuals across multiple portals

One of the major challenges faced by Veolia was the need to enhance and modernize the visuals and user experience of their Service Portal theme, which was utilized across numerous portals. The company wanted to improve without completely revamping the design or restructuring the database. In addition, Veolia sought recommendations, insights, and visualizations to facilitate larger-scale enhancements, such as transitioning to an Employee Center. This required a delicate balance between refreshing the user interface and experience while maintaining the existing infrastructure and ensuring a seamless transition for users. The company recognized the importance of a UX audit in tackling these challenges and sought expert guidance to navigate this complex task effectively.

How we addressed it 

After recognizing the need for improvement in the visuals and user experience of their Service Portal theme, we stepped in. To understand the existing challenges and identify opportunities for enhancement, we carried out a comprehensive UX audit. It involved a meticulous analysis of the portal, scrutinizing its design, functionality, and user interactions. The outcome was a detailed report encompassing valuable insights and recommendations. 

Armed with these insights, Veolia decided to move forward with the next phase: the service portal update. We addressed various aspects of the portal’s design and user experience in this phase. We implemented typography improvements to ensure clear and legible text throughout the portal. We kept stylistic consistency, ensuring the design elements harmonised seamlessly across different sections. Copywriting guidelines were developed to make the portal’s language concise, informative, and user-friendly. 

Recognizing the importance of visual communication, we introduced new iconography and guidelines. These visual elements not only added visual appeal but also improved the and intuitiveness of the portal. Accessibility guidelines were also integrated into the update, ensuring that the portal was inclusive and accessible to users with diverse needs. 

We brought the envisioned improvements to life, serving as proof of concept and setting a benchmark for future enhancements across other portals.

Our perspective

Adam Bernaś

Enhancing user experience requires a multi-faceted approach, with numerous avenues to explore. Understanding the available options and solutions tailored to your specific case is the crucial first step toward meaningful change. By aligning your goals, budget, and internal feedback, you can make informed decisions that pave the way for transformative improvements and initiate the change process.

Adam Bernaś

Certified Master Architect at SPOC

Piotr Gornikiewicz

I firmly believe that adhering to UX best practices in portal design can greatly enhance end-user productivity, particularly in locating critical information. In a diverse environment, the path to finding what users need should be streamlined to the fewest clicks possible. A well-configured portal empowers users to navigate through the platform intuitively.

Piotr Górnikiewicz

Senior Account Executive at SPOC

Certified Master Architect

Senior Account Executive

Project’s highlights

  • Exploring the benefits of transitioning from the Service Portal to the Employee Center, enabling the client to gain insights and make informed decisions regarding prioritization, budgeting, and planning. 
  • Enhanced Service Portal theme for one of their portals, serving as a template for future improvements across other portals.  
  • The project’s focus on enhancing the visuals and user experience not only addressed immediate needs but also positioned the client for future growth and scalability, making it a strategic investment in their digital ecosystem. 

What are the UX audit benefits for Veoila? 

Visually pleasing portal – resulting in enhanced user sentiment    

Improved visibility and easier access to services

Enhanced accessibility through better visual clarity  

Informed decision-making and resource optimization.

Consistent branding and scalable portal enhancements

Updated Service Portal theme ready for implementation on other portals Increased awareness of the benefits offered by the Employee Center 

ServiceNow and SAP instance integration

Case Study SAP integration

ServiceNow and SAP instance integration

About client

Our client is the market leader in IT infrastructure for businesses and public-sector organizations in Europe’s Nordic and Baltic regions. The company offers a full range of hardware and software from the world’s top technology companies. With more than 7,500 employees located in 85 offices across seven countries.

Main goal: IT transformation

The lack of a common toolset and processes across the company became a pain point. The legacy system was too limiting, not to mention its configuration allowed for many process and master data deviations, creating the need for many workarounds and variants. This led to hampering swift growth and innovation, and it became a burden in terms of maintenance. The IT transformation brings a high level of process complexity, which means: different ways of working, data models and means for end-user interaction; extensive architecture rework and data consolidation; interdependencies between different integrations.

ServiceNow expertise needed

The project covers Sweden and was spread across the entire organisation. The main focus is on onboarding new tools – ServiceNow, replacing a legacy ITSM tool and SAP solution in the ecosystem. SPOC has been involved in this process to carefully analyse the difference between different business units and their ways of working and propose a unified model, streamlining as much as possible. Since there are 3 different teams involved in the integration process (ServiceNow, SAP and Azure), SPOC actively helps coordinate discussions and suggest a best practice approach. ServiceNow-related integrations are just a subset of the more extensive transformation, where more than 300 interfaces are being evaluated. The first step is to get to the right stakeholders and obtain any available documentation on the “as-is”. There is a solid need to minimise the impact on business. SPOC uses a lot of “show and tell” sessions, business process modelling sessions and workshops to understand the specifics of the stakeholders’ work and how to best support them on the platform.

Our perspective

Our engagement in the project was significant, with two PMs, one Architect, two Consultants and two developers. We worked with an agile approach with 2-weeks sprints but needed to conform to a more waterfall-based perspective. In such a complex and dynamic environment, frequent changes and process improvements are inevitable. Agile allows us to react and handle those very efficiently. 

Piotr Górnikiewicz

Senior Account Executive at SPOC

Senior Account Executive

Project’s phases 

We have mapped different phases of the project, from the exploration and realisation, through SIT, UAT & Trainings to going live. Currently, the project’s first phase is being implemented to onboard both new systems and their constellation of integrations. A lot of existing customizations are carefully evaluated for improvement. In a subsequent phase, a lot of focus will be placed on removing some of the customizations, further streamlining and introducing the Business Portfolio Management and CSDM. Possibly, some of the interfaces will also be consolidated to reduce complexity.  

Our goal is to:

Combine existing ServiceNow implementation with brand new SAP instance  

Ensure highly customized ServiceNow instance working for years already  

Onboard Sweden service streams into ServiceNow

Build a bunch of both SAP and non-SAP integrations   

Change the existing data model  

Engage a huge number of streams and stakeholders 

Fast ServiceNow and Jira integration

Gaspol case study ITSM Servicenow

Fast ServiceNow and Jira integration

About Gaspol

The Polish leader of the liquid gas market, part of the world-leading company – SHV Energy, offers modern technological solutions. Thanks to 30 years of experience in liquefied petroleum gas (LPG) market, they have an excellent knowledge of gas suppliers and the sources. Gaspol has its own modern infrastructure with three reloading terminals, five liquid gas plans and a specialized tank fleet for LPG and LNG transport. Thanks to three different terminals’ locations, the company offers flexibility concerning suppliers. The extensive dealership, constantly growing distribution centre net and 20 000 points of sale in Poland. Gaspol is one of the top multi-energy companies in Europe.

Main challenge: many areas, several parties

After initial analysis, we identified four main areas that needed attention: ITSM – Handling of incidents and service requests for improvements || Measures for processes and reporting || CMDB || Team utilization and work time reporting.


The handling of incidents and service requests related to improvements in the ITSM area was selected as a pilot implementation. The project involved several parties, including: 

  • Gaspol employees responsible for overall coordination, requirements delivery and acceptance testing support 
  • SHV Energy as the owner of the ServiceNow platform,  
  • Accenture as the company managing the ServiceNow platform on behalf of SHV 
  • Sii managing the Jira platform on behalf of Gaspol 

Our perspective

The implementation uses new solutions available on the ServiceNow platform like Jira Spoke in the Integration Hub. It allowed us to speed up the work compared to writing a fully custom integration. At the same time, required handling many exceptions and introducing a few improvements due to the limitations of the box tool.

Mirosław Medoń

Chief Technology Officer at SPOC

Chief Technology Officer

How we adressed it?

During the pilot implementation, together with our stakeholders, we implemented direct integration between the ServiceNow and Jira systems. The change concerned both incident reporting forms and service requests, as well as mapping and data processing logic during the exchange between systems. We handled the exceptions to ensure smooth work. We opted for using Integration Hub/Jira Spoke plug-in to support ServiceNow integration. The actions taken by the end-users were modified on an ongoing basis as a part of improvements during testing sessions. The result of the pilot project was the introduction of two-way, automatic integration of the ServiceNow and Jira systems in the assumed implementation area.

Project’s phases

The pilot implementation consisted of several phases, including:

Product workshops to collect the customer’s initial requirements along with the assumed mappings between the systems.

A meeting inaugurating the project to confirm the main goals, scope and assumptions of the project, raise the identified risks and agree on responsibility, communication and escalation channels among the main stakeholders of the project.

The implementation of the solution and joint demonstration and test sessions.

Introduction of changes and improvements along with solution acceptance tests.

Knowledge transfer session, including documents on high and low-level architecture and the solution transfer plan for other environments.

Assistance in transferring the solution code between the client’s environments and final acceptance of the solution.

What does the client say?

The integration of ServiceNow and Jira allowed us to minimize the number of tools used by the maintenance team. It improved the development procedures and shortened the path between the developer and the reporter thanks to the possibility of direct contact (synchronization of comments between systems).

Tomasz Kobusiński

Systems maintenance and implementation coordinator at GASPOL

ServiceNow workshops for Volkswagen Group Services

Volkswagen group case study trainings workshops

ServiceNow workshops for Volkswagen Group Services

Das Auto Service Center

Volkswagen Group Services companies are part of the Volkswagen Group, they support its’ organizations and provide interdisciplinary project solutions. The range of services offered globally is broad and covers such areas as research and development, purchasing, logistics, IT, customer service and quality control. Since the establishment in 2001, Volkswagen Group Services have been developing dynamically. The company’s branches operate in several locations in Germany and in other European countries such as Portugal.

Main goal: expanding ServiceNow competences

Volkswagen Group Services in Poland decided to participate in the ServiceNow workshops to continue learning about the platform and the possibility of automating processes within the organization using cross-system integrations during company projects’ realization.


We took a holistic view of integration from business requirements to technical implementation during two days of productive training. Our starting point was finding ways of defining requirements and expectations in integration projects. After that, we went through the topics related to security and finally put the whole theory into practice. Basic ServiceNow training program covered: 

  • What are Integrations? What is their value? 
  • Different Types of Integrations 
  • Integration Patterns  
  • Integration Tools  
  • How does ServiceNow handle Integrations?  

Our perspective

Adam Bernaś

Our training journey with VW lasts at least 5 years. We’ve been conducting SysAdmin, Platform Foundations, and Advanced Admin classes for different teams, mainly on-site, in Shared Service premises. I recall from these initiatives a group of skilled professionals who actively participated throughout the entire training. It was a pleasure to cooperate and see the results. 

Adam Bernaś

Chief Product Officer at SPOC

Especially nowadays, in a situation where large companies use many IT systems, integrations give exceptional benefits for the entire company, business, managers and employees. 

Karol Skałowski

Engineering Manager at SPOC

Chief Product Officer

Engineering Manager

ServiceNow training program covered: 

Best practices for Integration projects

  • Defining needs and expectations  
  • Recognition of key personas in Integration projects  
  • Deciding on the best Tool for Integration 

And more…

  • Importing data to the ServiceNow platform from a file and external FTP Servers  
  • How to work with Data Sources, Import Sets and Transform Maps  
  • Discussion about Data Source types  
  • Scheduled Data Import  
  • High-level review of Email flow on ServiceNow platform, including Inbound Actions

ServiceNow benefits for Volkswagen Group Services

Possibility to automate processes using System Integration

Quick access to data from the ServiceNow level and data consistency  

Building complex workflows with data exchange  

Eliminates the need for data stores and management

Company operational and cost efficiencies

Security and Scalability  

What does the client say?

The Service Portal training was conducted at a high level, both in terms of content and organization. The lecturer showed great commitment and the ability to transfer knowledge in an understandable way to all the participants. The friendly atmosphere was a bonus. I’m pleased to recommend SPOC as a reliable contractor of training services in the field of ServiceNow technology.

Agata Szafrańska

IT Project Manager at Volkswagen Group Services Sp. z o. o.

From Jira to ServiceNow – media company case

Case Study mass media case

From Jira to ServiceNow – media company case

About Customer

This project concerned an American multinational mass media factual television conglomerate. It was established in 1985 in New York, and right now, it operates in more than 220 countries with almost 10 000 employees. This company is a platform innovator, reaching viewers on all screens and services, from linear, free-to-air, and pay-TV channels to digital products and streaming services. The company covers all major and satellite markets, including Asia-Pacific; Europe, Middle East, and Africa (EMEA); and Latin America, owning many channels.

Main challenge: platform governance alignment

After the acquistion of the Polish companies, the company has been seeking to consolidate ITSM processes, tools, data, and teams, including Software Development, Release Management, CD/CI Integrations. The main goal was to migrate Polish IT support processes and teams to ServiceNow, including: Incident Management, Escalations Management, Request Fulfilment, Asset Management, CMDB, Change Management.

Project stages

The project has been divided into two streams. In the first stream, the scope was to lift and shift IT from Polish company support teams to ServiceNow in the fastest time possible. By lifting the main areas, the duality of tools and ways of working would end, ensuring the work uniformity. The first stream of Quick wins included:

  • Incident Management
  • Escalations (Problem Management, Major Incident Management
  • Knowledge Management – starting immediately in parallel with other streams
  • CMDB – Business Applications, covering much more than just Jira or ToyBox.

During the second stream, being a long-distance race, there was a focus on Asset Management, CMDB, and Change Management. The goal of this stage was to ensure asset and CMDB data correctness, embed Asset and CMDB processes and lift and shift Change Management with minimal disruption to Polish media company.

Our perspective

Marta Piotrowska

It was a very extensive and complex transformation project, not only in the technical aspect. This success wouldn’t have been possible without the partnership approach, mutual trust and very strong commitment of all the teams.

Marta Piotrowska

Project Manager at SPOC

Project Manager

ServiceNow benefits

Record visibility for Polish media company support teams regarding all incidents, requests & problems

Dedicated Catalog for Polish company users, not visible to the rest of the organization

Dedicated Incident form/s for incorporated company users or merging into existing Incident form/s

Successful delivery of numerous user trainings

Migration of ITSM processes from Jira into ServiceNow and integration with Salesforce

Catalog manager within Polish comapny with permissions to, e.g., create new catalog items, modify items, change catalog descriptions, manage categories

What does the client say?

I’m very happy with the development expertise and CMDB expertise. We’re on a journey, SPOC still is learning our company, and we learn SPOC. In terms of the journey, I’m pleased with the direction we’re going.

Vice President Global IT Service Management & Data Integrations

We really needed to have development expertise to build demand for enhancements to the platform. We needed a lot more people. We’ve used SPOC for business as usual enhancements since January 2019, and that’s gonna continue.

Software Development Director, Information Technology

PEPCO chooses ServiceNow

Pepco case study

PEPCO chooses ServiceNow


PEPCO was founded in Poland over 20 years ago. Currently, the company has about two thousand stores in 14 markets – in Poland, the Czech Republic, Slovakia, Romania, Great Britain, Hungary, Croatia, Slovenia, Lithuania, Latvia, Estonia, Bulgaria, Spain, and Italy. During six months until March 31, 2021, PEPCO achieved a 9% sales increase. Annually, the group opens about 300 new stores, planning further expansion of the European market. Every month stores are visited by as many as 20 million customers, served by 20,000 employees.

Main challenge: quick changes

Due to the company’s development and expansion into new markets, it turned out that the current IT system did not work properly. PEPCO needed a solution that would influence the stores’ modernization. The biggest challenge was the dynamic growth of the company and the lack of scalability of the existing tool. Therefore, the main goal of PEPCO was to implement the new solution as quickly as possible to report incidents effectively. The short time to implement the new tool – no more than 3 months – required an efficient action plan.

ServiceNow implementation process

PEPCO’s decision was based on the presented during the SPOC workshop possibilities of ServiceNow to address specific business and technical requirements – now and in the future. During the 3 months of the project, SPOC implemented Core Configuration, Service Catalog, Incident Management, Change Management, Problem Management, and Knowledge Management. After the go-live, SPOC provided PEPCO Hyper care, i.e. early live support. There were also training sessions on how to use ServiceNow. In addition to training, User Guides were created in cooperation with the internal team of PEPCO trainers.

After completing the first stage of the project, in October 2020, PEPCO employees were provided with a portal, also in a mobile version, for reporting IT-related problems. As a result of the PEPCO and SPOC’s joint work, the knowledge base, which used to be divided into two (for IT and end-users), has been unified into one, giving easy access to knowledge for all portal users.

During the project, SPOC modified Major Incident Management, a system for responding to the most urgent incidents involving many users, to restore the service to its original state and prevent such incidents from happening in the future. After the implemented change, the system was based on its independent architecture for sending text messages and organizing meetings. Integration with a custom SMS platform has been adapted to the client’s needs to avoid the standard SMS API solution – Twilio. There was also MS Teams and major incident integration.

Due to the characteristics of the retail industry, an essential part of the project was integration with Diebold-Nixdorf systems supporting devices such as cash registers, barcode readers and other equipment used directly at the selling points. Such equipment is used in all stationery stores. Therefore, its smooth work is crucial for sales continuity and, consequently, for maintaining financial liquidity. Thanks to the appropriate integration with the Diebold system, it has become possible to efficiently and quickly respond to hardware problems in the store. It meant that the reports were sent to Diebold-Nixdorf with all important information regarding the failure, which shortened its removal process. By sending a request through the Portal in ServiceNow, the store staff could perform these operations as quickly as possible thanks to the list of devices narrowed down to a given store and a well-thought-out path of completing the request, based on possible scenarios.

Our perspective

Marta Piotrowska

Working with PEPCO has brought us a lot of satisfaction due to the company’s dynamics and the willingness to take on new challenges. Thanks to our mutual commitment to implementing innovative technologies, we achieved success within just 3 months. We are convinced that ServiceNow, as a strategic platform, will support PEPCO in its further development.

Marta Piotrowska

Project Manager at SPOC

Project Manager

What distinguishes this project?


Both sides were aware of the time pressure, and still, the agile approach and closing the first stage of the project in the planned 3 months was possible.


PEPCO reached new markets during the first implementation stage. It resulted in 14 different translations ​​of the portal for end-users in PEPCO stores across Europe.

ServiceNow benefits for PEPCO

Improved store infrastructure management – empowered automatically from Active Directory

Efficient problem reporting by stores

Basic functionalities available from the first day of implementation

Tool growth based on the company growth – scalability

Real-time reporting and dashboards

Strong support from the IT team

What does the client say?

SPOC specialists are ServiceNow professionals, famous for being trustworthy and for excellent customer recommendations. They guided us efficiently and proactively through the solution selection process. The head office of SPOC is located in Poznań, just like PEPCO. Thanks to this, we have a team of specialists “in place”, which is of great importance in the face of PEPCO’s dynamics and ambitious plans.

Łukasz Ziółkowski

Head of IT Services at PEPCO

Efficient HR processes with ServiceNow

Efficient HR processes with ServiceNow

Recruitment outsourcing leader

Alexander Mann Solutions (AMS) is a talent acquisition and management company providing services to 100 blue-chip organizations across over 90 countries. Since 1996 the company has grown to this day, having more than 4000 employees and operating in 40 different languages. The main goal of AMS is to help organizations optimize, build and re-shape their workforces.

Main challenge: HR process management

The HR process management at AMS was handled with Outlook and Excel trackers. Due to multiple decentralized systems, the employees needed to assemble documents, lowering time efficiency physically. Manual communication management with the candidates and various candidates’ information storage slowed down the process. Since HR workflows lacked visibility, operational control was not sufficient.

ServiceNow implementation process

We focused on three areas of AMS work: meeting scheduling, HR process management, and the communication platform. In meeting scheduling, we focused on reflecting actual attendees’ availability, correct recipient details, measurement of SLAs, and the Multiple Applicant Tracking System. To do it, together with AMS, we developed a platform with 24/7 access and a mobile-friendly design. Booking meetings became easy thanks to the participants’ availability dashboard and self-scheduling option both for candidates and interviewers, as well as configurable notifications and reminders. The new platform allows real-time configurable reporting, administrator dashboard & SLA reporting.

In the HR process, the ServiceNow Platform solution, internally called OMBRA, enhances the quality and efficiency of the offering and onboarding processes. The application increases engagement and access to information for all stakeholders. It’s integrated with RPA, which extracts offer details from an Applicant Tracking System (ATS) and runs additional calculations. The new multi-channel communication platform based on ServiceNow has addressed the speed, optimization, and efficient communication problems. It integrates third-party solutions into one platform that incorporates workflows and a ticketing system. It is built on a domain separated ServiceNow instance, with its own logically separated database for each client, resulting in:

  • streamlined processes,
  • client security through data segregation,
  • real-time, customizable and detailed reporting,
  • automatic logging of tickets in ServiceNow,
  • embeddable into any client site/social media profile,
  • user-friendly interface.

Our perspective

SPOC Delivery Team always focuses on creating and maintaining the custom Servicenow applications in a way that maximizes business value by responding to a rapidly changing business environment and customer requirements. AMS’s long and broad expertise in HR recruitment processes management and consulting, as well as SPOC experience in guiding best practice development of the efficient bespoke applications on the ServiceNow platform, result in creating the applications which facilitate faster and more seamless services delivery.

Karol Skałowski

Engineering Manager at SPOC

Engineering Manager

ServiceNow benefits for AMS

Implementing the AMS Helpdesk tool resulted in many improvements and new features. We focused on developing the dedicated chatbot element and the upgrade of the user portal. The purpose was to offer automation to AMS end users and an attractive interface that ensures a smooth and user-friendly journey through all process stages. Benefits apply to three strategic sectors: meeting scheduling, HR process management and communication platform.


Effective management of high volumes of high-priority data tasks

Facilitated access to information for all stakeholders

Reduction of turnarounds

Standardization of offering & on-boarding processes

Improvement of workload management & dispatching

Possibility of further process automation & usage of new tools

Multiple communication tools available within one platform

Each region has its separated database

Easy access to information

What does the client say?

Our aim was to automate helpdesk services and integrate different technologies – both are something our ServiceNow-based communication platform is really good at!

Anita Antosz

Product Manager at AMS

OMBRA is an integrated solution, implemented together with SPOC, that enhance quality and efficiency of offer and onboarding processes and at the same time increases engagement and access to information to all parties involved in the process.

Joanna Rutkowska

Senior Product Manager at AMS

Thanks to the SPOC team we decided not to use market-ready products but invest in a customised chatbot interface and live chat mechanism. The SPOC team is able to deal with a number of challenges we give them on a daily basis and they mastered a can-do attitude when facing the impossible.

Katarzyna Pleti

Manager at AMS