Banking
ITSM Implementation & Migration
September 2021 | March 2023
Objective
As part of a global migration project from Lotus Notes to ServiceNow, Spuerkeess (Luxembourg) needed support to implement Service Portal, Request Management and Change Management processes within ITSM.
- Practices
- ITIL best practices, Agile principles
- Systems
- ServiceNow, Azure DevOps
Key results
- Process Optimization: compliance with ITIL best practices, ensuring efficient workflows.
- Stakeholder Collaboration: effective communication and tailored training enabled seamless adoption.
- Governance: robust tracking of development cycles via Azure DevOps.
Key deliverables
- Stakeholder Engagement: identified key stakeholders and led workshops to qualify requests for migration.
- Process Design: built proofs of concept and demonstrated Change and Request Management workflows.
- Migration: transitioned requests from Lotus Notes to ServiceNow, mapping them to appropriate processes.
- Requirement Management: created functional specifications via user stories in Azure DevOps and managed the backlog throughout the development lifecycle.
- Testing & Training: managed User Acceptance Testing (UAT), gathered feedback and provided training for smooth adoption.
Our project players
Azza MrabetServiceNow Business Process Consultant
ServiceNow Business Process Consultant with a strong background in computer science and a proven track record in IT Service Management, Cloud and Automation. A certified ServiceNow System Administrator, she has delivered ITSM, CMDB and ITBM projects across Europe.
Client review
Since 2020, the N2 collective has been working with us on the ServiceNow and Nuvolo projects. The N2 collective's ServiceNow experts contribute fully to achieving the projects' objectives. A strong partnership has developed between the N2 community and Spuerkeess.
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