Public administrationServiceNow & ITSM

An administration structured its IT and citizen relationship on ServiceNow, continuously.

ServiceNow ITSM and CSM implementation for a public administration. Custom Scripting development, integrations with historical business tools, ongoing N2/N3 support with contracted SLAs.

Delivery model

Fixed price (CDR) + support (CDS)

Via Access International

Typical duration

12-month implementation + multi-year operations

Team

ServiceNow architect, ITSM/CSM consultants, Scripting developers, N2/N3 support team

01Context

High volume of internal incidents and requests
Need for a citizen portal for public service
High compliance and confidentiality constraints
Integration with historical business tools required
Multi-time-zone continuous support requirement

02Intervention

Design of ITIL processes adapted to the administrative context
ITSM and CSM configuration with custom Scripting development
IntegrationHub integrations to business systems and directory
Setup of N2/N3 support in CDS mode with SLAs
Training of administrative teams and super-users

03Deliverables

ServiceNow ITSM + CSM platform in production
Citizen portal accessible with secure authentication
Documentation of processes and custom developments
Operational service center with contracted SLAs
Monthly activity and health reports

04Outcomes

Incident and request volumes handled with full traceability
Improved citizen experience thanks to the portal
SLAs continuously met
Documented regulatory compliance

Technologies used

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ServiceNow↗ITSM↗CSM↗IntegrationHub↗Scripting↗Microsoft Entra ID↗

Related modernization paths

Path

ServiceNow ITSM implementation →

Path

ServiceNow CSM & HRSD →

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