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Foundational Research Laboratory Implements ServiceNow IT Service Management 

Foundational Research Laboratory - ServiceNow ITSM Solution

The Customer

The client is the link between the scientific and military communities with the mission to discover, innovate, and transition science and technology to ensure dominant strategic land power. The lab's research continuum stretches from current operations support to early, long-term, basic research that explores new technologies.

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The Challenge

The CIO office had a legacy, on-premise IT service management solution that lacked the functionality to efficiently manage and gain real-time insights into IT service operations across their end-user community and IT infrastructure (servers, software licenses, end-user devices, etc.). Additionally, the client has many unique requirements that require custom workflows and applications, but they lacked a centralized, maintainable platform to quickly develop and maintain these solutions.

The Solution

GlideFast implemented a cloud-based ServiceNow ITSM solution to replace their legacy on-premise one for Incident, Problem, Change, Request, and Software Asset Management. The implementation process included working with the client to streamline their service offerings, better define business processes, and migrate data and knowledge articles from the legacy application. Additionally, GlideFast developed three custom applications for Employee Travel, attending and funding external conferences, and for automating a Weekly Activity Report (WAR) on the ServiceNow platform which they plan to use as their primary solution for custom application needs going forward.

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The GlideFast Consulting


The updated ITSM solution has a modern user interface, proactively discovers their IT infrastructure and software assets, updates information for these assets, and provides insightful analytics via dashboards to service managers which both improves the quality of IT services and enables the client's CIO office to make critical business decisions. These impacts have led to an improved end users’ experience, a decrease in overall software license and administrative costs, as well as decrease labor required to develop and maintain custom applications. 

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