StatePlus – Initial implementation and ITSM rollout

Overview

Led the initial implementation and rollout of ServiceNow, delivering core ITSM processes and a service portal foundation. The engagement covered design, build, testing, migration approach, and go live readiness, with hands on technical leadership throughout.

Platform: ServiceNow · Focus: ITSM rollout and portal foundation · Engagement: Initial implementation from design to go live

The situation

The organisation needed a modern ITSM platform to replace legacy tooling, standardise processes, and establish a consistent self service experience. Success required a practical design that teams could adopt quickly, plus a controlled go live approach that protected BAU operations. Service requests were largely handled through manual forms and email, so a key goal was digitising common requests into a structured service catalogue and portal experience.

What I delivered

  • Delivered core ITSM modules including Incident, Problem, Change and Knowledge
  • Implemented Request and Catalogue Management and established the service portal foundation
  • Led end to end testing and go live readiness activities
  • Acted as technical delivery lead across build, cutover, and handover
  • Supported migration planning from the legacy tool and ensured a stable transition for users
  • Digitised key service request forms into ServiceNow catalogue items and portal journeys, improving consistency and tracking.

Approach

  • Confirmed process design decisions early to avoid rework during build
  • Built consistent patterns across forms, states, approvals, and categorisation
  • Used structured testing to validate end to end journeys before go live
  • Focused on handover readiness so the platform could be supported and improved internally

Outcomes

  • Successful initial rollout of ServiceNow with core ITSM processes and portal experience in place
  • Improved consistency in ticket handling and fulfilment pathways
  • Digitised request intake reduced manual handling and improved request clarity and traceability end to end.

Key decisions and design choices

  • Kept the initial rollout focused on a clean foundation rather than excessive customisation
  • Prioritised go live stability and adoption over rushing feature breadth
  • Designed the portal and catalogue as primary entry points, not secondary extras

What this enabled next

  • A scalable foundation for catalogue expansion and improved self service adoption
  • Clear ownership and patterns for BAU teams to maintain and enhance the platform
  • Improved reporting and operational visibility through consistent data and workflows

Tools and capabilities

ServiceNow ITSM modules, ServiceNow Service Portal and catalogue design, Testing leadership and go live readiness, Migration planning and cutover support, Platform delivery leadership and handover enablement

If you’re tackling something similar

If you are planning an initial ServiceNow rollout or a reset from legacy tooling, I can help you deliver a clean foundation that supports adoption, stable go live, and ongoing improvement without building unnecessary complexity.

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