A confidential state government client utilized a legacy Help Desk system in conjunction with manual processes to support more than a hundred employees and tens of thousands of end-users. The client desired to use a more modern platform, automate manual processes, and improve their ability to collaborate with other agencies. The client wished to further adopt Information Technology Infrastructure Library (ITIL) processes to align to industry standards. These improvements would provide greatly needed transparency and continuous improvement capabilities to their Help Desk operation.   


To address the client’s needs, CRI implemented the ServiceNow platform that included ServiceNow’s IT Service Management (ITSM) v2 module, including Incident, Problem, Change, Knowledge, Service Catalog, Configuration Management Database, and Service Portal, and IT Operations Management (ITOM) Visibility suites, including Discovery and Service Mapping functionalities. Post-implementation, CRI provided a ServiceNow Managed Service Agreement to provide continued support and workflow development.


CRI developed a solution consisting of scalable workflows to manage and deliver IT services to tens of thousands of end-users through a single, cloud-based platform accessible via mobile and web portal interfaces.

CRI’s solution provided the client with a unified, connected, and real-time view of their entire IT network and the services and processes it supported.

CRI helped the client to better utilize and leverage ITIL as a best practice framework, enhancing management, operations, and outcomes. Additional benefits included an enhanced service experience, consolidated IT services, and improved IT productivity.