The Challenge
The VA’s Information Technology Service Management (ITSM) program supports over 500,000 users and 17,000 service fulfillers across five platforms. ServiceNow is the VA’s primary tool for all business process automation — but the program was falling short. Performance milestones were being missed, the Configuration Management Database (CMDB) was underperforming, and service availability was not meeting expected levels.
The VA needed a team that could take ownership of ServiceNow development at enterprise scale — improving operational efficiency, increasing user satisfaction, and eliminating risk to essential services.
The Solution
RHO’s ServiceNow team led the end-to-end development of the VA’s ITSM ServiceNow systems:
- Extensive stakeholder interviews and requirements gathering to define scope
- Data model mapping, workflow design, and solution framework development
- Unit testing, code reviews with VA developers, and adherence to best practices across all releases
- Development and deployment of complex ServiceNow solutions, including a cognitive services-based chatbot interfacing directly with VA platforms
- A full redesign of the VA’s Service Catalog to improve navigation and usability
- A new integration initiative connecting ServiceNow to VA third-party appliances for automated data exchange
The Outcome
60%
Improvement in business processing speed
100%
Improvement in user engagement with
65%
Improvement in back-end business processing
2X