Opportunities to generate savings by completing a thorough usage analysis
Better data management with a bespoke risk and compliance matrix
Plans were put in place to close gaps in data accuracy and completeness
Introduction
A Global Financial Services Leader had a complex ServiceNow implementation with expensive customisations, opaque subscription costs and an impending renewal. With a major renewal on the horizon, the client recognised an urgent need to gain clarity, control costs, and ensure their platform was optimally aligned with strategic objectives.
Their Challenges
Over years of organic growth and evolving business needs, their ServiceNow implementation had become a labyrinth of customisations. This complexity obscured true usage patterns, created potential compliance risks, and made it nearly impossible to accurately assess the value derived from their significant investment.
Key issues included:
- Extensive customisations: A multitude of bespoke configurations and integrations had been implemented, making it difficult to understand their impact on performance, licensing and future upgrade paths.
- Opaque subscription costs: A lack of granular insight into module usage and user activity meant the client was likely overpaying for underutilised licenses and potentially missing opportunities for cost optimisation.
- Compliance and risk exposure: The absence of a clear risk and compliance framework for their ServiceNow environment posed a significant governance challenge in a highly regulated industry.
- Sub-optimal renewal position: Without a data-driven understanding of their actual consumption and requirements, the client lacked leverage to negotiate favourable terms during their upcoming ServiceNow renewal.
How bedigital Delivered
bedigital was engaged to provide an independent, experience-led review of the client’s ServiceNow estate. Our approach was multi-faceted, combining deep technical expertise with commercial acumen to deliver actionable insights.
Each stage followed a structured process:
- We initiated a thorough audit of the client’s ServiceNow instance, meticulously documenting all customisations, integrations, and configurations. This provided a clear understanding of the ‘as-is’ state and identified areas of technical debt or potential inefficiency.
- Leveraging our expertise in financial services regulations, we developed a bespoke risk and compliance matrix specifically tailored to their ServiceNow environment. This matrix identified critical data points, access controls, and process adherence requirements, providing the client with a robust framework for ongoing governance.
- Utilising advanced data extraction and analysis techniques, we delved into the usage patterns of individual modules and user subscriptions. This involved: module utilisation, user subscription analysis and an entitlement review.
- Armed with a comprehensive understanding of the client’s true ServiceNow footprint and usage, bedigital provided strategic support for their renewal negotiations. We developed a data-backed negotiation playbook, highlighting areas of overspend and proposing optimised licensing models.
Conclusion
bedigital’s engagement delivered measurable and immediate benefits for the client, including significant savings and enhanced control over the estate.
bedigital secured an 8% reduction in annual subscription costs for the client, representing substantial annual savings. We also facilitated the negotiation of more flexible contract terms, to provide the client with greater control over their future ServiceNow consumption. The newly developed matrix provided a clear, actionable framework for managing the compliance within the environment, significantly reducing exposure.
The review by bedigital also provided a clear roadmap for optimising the clients ServiceNow implementation, ensuring it continued to deliver maximum value and support evolving business objectives.
