Pathways was awarded work through an RFP for a state government agency that struggled with outdated systems like spreadsheets and email. This made it nearly impossible to deliver consistent, high-quality service to their clients. When they decided to modernize their approach, Pathways Consulting Group stepped in to chart a new course, turning operational inefficiencies into a data-driven success story.
This client has grown largely because of a variety of mergers and acquisitions. When businesses come together, they tend to inherit a variety of practices and sometimes struggle to a establish consistent, repeatable system across each line of business. Previously, the client was using a third-party solution that was inconsistent with overall business functionality and created variation in how different parts of the organization handled IT changes.
When the results of an audit showed these inconsistencies within the multiple Change processes, a government mandate was put in place to unify these processes. With a hard deadline set, finding a solution became a massive priority for the organization.
The Pathways team was chosen to implement ServiceNow as a single, unified platform to handle Change Management in an intuitive, consistent manner. This approach led to a single, repeatable, consistent Change Management process that aligned with the client’s best practices.
In addition to standing up and streamlining the client’s Change Management process inside of ServiceNow, the Pathways team has also begun the next phase of work: Adding additional applications the further expand the functionality of the the platform throughout the organization. These upcoming applications will integrate with one another, allowing for further consistency via new ticket types, providing an integrated, streamlined process across the whole organization.
At the time of go-live, the project has closed on time and under budget. By creating the new processes to unify their practices, the client now has consistent processes across their lines of business and have also scored highly on their ServiceNow Health Scan.
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