How We Prepared
a Global Research
Organization for AI-Driven
Service Management
What was
the goal?
Key details
Science & Research
Research infrastructure
Global
Global research organization
Our client is a global scientific research organization operating one of the world’s most advanced research infrastructures. Supporting highly complex IT services and scientific operations, the organization relies on an extensively customized ServiceNow platform to manage enterprise IT processes.
What was the challenge?
After more than 15 years of continuous development, the client’s ServiceNow environment had evolved into a heavily customized ecosystem. Many custom-built functionalities were originally introduced to compensate for limitations in older platform versions.
Over time, however, this resulted in growing technical debt, increased maintenance complexity, difficult upgrades, and limited adoption of modern ServiceNow capabilities. Native AI-driven functionalities and automation opportunities remained largely underutilized.
Core processes such as Incident Management, Service Requests, and Business Applications required significant redesign to align with modern platform standards and improve long-term scalability.
How did we help?
SPOC conducted a hybrid 10-day CMDB and platform health assessment combining remote analysis with on-site workshops.
- Process & Technical Review
Analyzed Incident Management, Service Request Management, Knowledge Management, Service Portal, reporting, dashboards, and service models.
- Customization & Feature Analysis
Evaluated the platform across process design, technical architecture, and feature adoption to identify gaps between custom implementations and native ServiceNow capabilities.
- Strategic Recommendations
Prepared two transformation scenarios: a strategic Out-of-the-Box redesign approach and a set of short-term “low-hanging fruit” improvements.
- AI & Automation Readiness
Assessed the organization’s ability to adopt modern AI capabilities, automation features, and future ServiceNow innovations.
What were the results?
The assessment confirmed that while the platform was mature and deeply tailored to business needs, it had significantly diverged from modern ServiceNow standards. Moving toward an Out-of-the-Box model would position the organization for greater scalability, operational efficiency, and AI-driven service transformation in the years ahead.
What was the impact?
The assessment delivered a clear roadmap for long-term platform transformation:
ServiceNow Areas/Modules
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