Pathways worked with a large international banking firm that had been using two separate Instances of ServiceNow for different entities of the business.

One entity was mature and leveraged multiple aspects of the ServiceNow platform. However, the other did not and also did not have a centralized way of viewing their ITSM practice, but it could identify the ROI while utilizing the ServiceNow platform.

This resulted in the organization paying for separate instances which was not cost-effective, while also struggling with inconsistent platform policies. Additionally, CIs and assets were scattered between the two instances, which made dashboards, audit reports and overall reporting inaccurate and incomplete. Pathways’ historical knowledge of the client was leveraged to architect a design a plan that would seamlessly bring the instances together into one Domain Separated instance.

Pathways performed the end-to-end design and implementation for the organization. By developing a centralized platform to define policy, this process has also allowed them to setup a Center of Excellence to steer both ServiceNow policy and policies outside of ServiceNow to aid in avoiding audit issues.

The organization is now able to leverage the full benefits of the ServiceNow platform for all of their entities. Existing, mature applications are being used throughout the entire organization, allowing the company to leverage existing items, increasing their ROI with minimal ramp-up time. For example, one of the entities already had some experience leveraging Software Asset Management, which enabled the Center of Excellence to launch the application throughout the entire enterprise.

Through Domain Separation, all entities now have visibility into Change Requests, Incidents and the actual CI’s and Assets so they can quickly determine the risk and or impact to any of the Business Services if one of these were to go down.

With a single source of truth, policies and audit initiatives can be addressed and enforced across the enterprise through a single platform without having to replicate behavior or functionality anywhere else. This has increased overall communications and cooperation between the business units and has led to beneficial collaboration and maturity of the organization.