Access ServiceNow ITSM & CSM cell mobilized in co-delivery with a local integrator partner for an administration.
ServiceNow ITSM and CSM cell mobilized in co-delivery with a local integrator partner for a public administration. The integrator partner carries the client relationship. Access contribution: custom Scripting development, integrations with historical business tools, contribution to N2/N3 support. Position: subcontracting for a local prime contractor, structuring contribution to the delivered platform.
Fixed price (CDR) + support (CDS)
12-month implementation + multi-year operations
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
- Contribution to custom Scripting development within the framework set by the prime contractor
- Support for IntegrationHub integrations to business systems and directory
- Contribution to N2/N3 support under the prime's governance
- Participation in the project rituals of the prime and end-client
03Deliverables
- Access contributions to the platform's custom developments
- Documentation of Access-delivered components
- Support commitments met according to SLAs contracted by the prime
04Outcomes
- Access ServiceNow ITSM/CSM capability confirmed in co-delivery with a public administration prime contractor
- Renewed collaboration over the program's duration
- Contribution to the prime's production and quality indicators
Technologies used
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Related modernization paths
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