Entering in to an existing ServiceNow platform, Contender was tasked with replacing Clarity as their Project Portfolio Management (PPM) and time card application system, while still utilizing their existing ServiceNow environment. They were working with a poor user interface, low user adoption, and an inability to keep up with the ServiceNow development demand. Contender assessed and improved several organizational processes.
Project and Enhancement intake
Existing forms and work flow processes were improved to meet their organizational needs, while establishing custom roles to throttle who had access to the demand modules. Stakeholders and Demands were more clearly defined, sized and ranked for project accuracy. User actions were customized to fast track unique demand requests to progress quickly to finish states of their life cycle.
Project Portfolios were customized, based on the client’s project tracking requirements, which also gave them the ability to document and track specific project stage/gate milestones. This led to organizational changes in how risks and issues were initiated/tracked and how stakeholder relationships would interact with each project. Existing reports were enhanced, and the delivery process was improved through dashboards and list modules.
Resource forms were customized, which gave the client the ability for resources to account for non-task time and utilize customized user calendars. The time card forms were improved, including the addition of entry rules and allowing users the ability to copy prior week time cards into the current week. Automation was implemented that would age and progress time cards to various states and improvements were made to how time entry was performed in various applications of ServiceNow so that time cards were automatically updated.
Within three months, the client was able to retire Clarity and have a better oversight of their project portfolios. This included adding 175 additional users. Because of the adoption and growth visibility, the client can now track enhancements and projects from ideation through delivery with full transparency.
