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Case Study: Streamlining ITSM with OOTB ServiceNow for Emergency Response

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in Maintenance Reduction

Introduction

A Provincial Emergency Response Services agency sought to modernize its legacy ITSM system to better align with business demands, enable future automation, and reduce technical debt.

To achieve these goals, the executive team made a strategic decision to implement ServiceNow, starting with Change Management. This move underscored their commitment to improving IT Service Management (ITSM) capabilities and aligning with ITIL best practices.

Background

The client is responsible for emergency communications services, ensuring efficient and effective 9-1-1 call-taking and dispatch operations. Given the critical nature of their services, they required an ITSM platform that could support:

  • Advanced Change Management for seamless operational transitions.

  • Configuration Management Database (CMDB) maintenance to ensure data integrity.

  • Incident resolution improvements to minimize service disruptions.

Implementing ServiceNow was crucial to meeting these operational demands while enhancing overall efficiency and resilience.

Strategy and Implementation

After consultation with LeverageSN, the client opted for an Out-of-the-Box (OOTB) implementation rather than a heavily customized approach. This decision was driven by several key factors:

  • Shorter upgrade cycles – OOTB instances are easier to upgrade, reducing the effort required for each cycle.

  • Access to new features – Staying close to OOTB ensures the client can readily leverage ServiceNow’s latest innovations.

  • Reduced maintenance costs – OOTB implementations lower ongoing maintenance expenses, which can account for up to 67% of software project costs.

  • Scalability and adaptability – Standard configurations allow the platform to evolve with future business needs.

  • Cost savings – Implementing OOTB functionality reduces development time and resource investment.

  • Alignment with best practices – ServiceNow’s OOTB solutions incorporate industry-leading methodologies, ensuring optimal performance.

Currently, this project is in the implementation phase.

As Change Management has not yet gone live, monitoring, results, and analysis will be documented post-deployment.

Next Steps

Upon successful deployment, the following areas will be assessed:

  • Monitoring and Analysis – Tracking key performance indicators (KPIs) to measure impact.

  • Results and Achievements – Identifying efficiency gains and operational improvements.

  • Client Testimonial – Capturing insights from stakeholders on the effectiveness of the implementation.

Conclusion

By choosing an OOTB ServiceNow implementation, the Provincial Emergency Response Services agency is laying the foundation for a more efficient, scalable, and cost-effective ITSM environment. Future phases will build on this transformation, driving greater automation and operational resilience.

If your organization is considering a ServiceNow implementation, LeverageSN can help you optimize your ITSM strategy while minimizing costs and complexity. Contact us today to learn how we can support your transformation.