How We Modernized
Workplace Services
What was
the goal?
Key details
Legal Services
Workplace Services / Facilities Management
Global
Global multinational legal company
Our client is a leading multinational law firm headquartered in London, operating across 30 offices in 20 countries and employing more than 3,000 lawyers worldwide. The organization is recognized globally for its expertise in corporate and M&A, banking, capital markets, litigation, tax, and other complex legal services.
What was the challenge?
Before the project started, the client’s workplace support processes were managed through a legacy helpline application. The solution was no longer fully aligned with the organization’s operational needs or employee experience expectations.
The existing setup created a fragmented user experience, with multiple forms, inconsistent categories, and a heavy reliance on manual triage. This slowed down resolution times and made request handling less efficient for Workplace Support teams.
The client also lacked structured and automated maintenance workflows, digital mapping capabilities for office navigation and asset identification, and a scalable setup to support the opening of a new office.
How did we help?
SPOC supported the client in implementing ServiceNow Workplace Service Delivery to replace the legacy helpline and create a more structured, automated, and employee-friendly workplace services experience.
- WSD Case Management Configuration
We implemented Workplace Service Delivery Case Management with request categories, configurable workflows, SLAs, assignment rules, and automated routing.
- Maintenance Planning and Integration Enhancements
We configured maintenance plans for recurring inspections, compliance checks, and vendor work. The solution was enhanced with integrations with SFG20 and Glider.
- Indoor Mapping Implementation
We digitized new office floorplans and mapped the workplace hierarchy, including floors, rooms, and desks.
- Migration, Testing, Deployment, and Training
We migrated relevant helpline data into the new WSD model and completed functional, integration, UAT testing, and training.
What were the results?
The project replaced the legacy helpline with ServiceNow Workplace Service Delivery, giving employees one unified portal for workplace requests and giving support teams a more structured way to manage cases. Automated routing, SLAs, and configurable workflows reduced the need for manual triage and helped improve request handling across Workplace and Facilities teams. The implementation also introduced location-aware request creation, digital indoor maps for the new office, and lifecycle-driven maintenance processes based on imported schedules and asset data from SFG20 and Glider.
What was the impact?
The implementation helped the client:
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