Public administrationServiceNow & ITSM

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.

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

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

Related modernization paths

Path

ServiceNow ITSM implementation →

Path

ServiceNow CSM & HRSD →

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Access ServiceNow ITSM & CSM cell mobilized in co-delivery with a local integrator partner for an administration.