The Situation:

A large educational institution recently adopted the ServiceNow platform and sought to expand its usage into Integrated Risk Management and Compliance to better meet statutory reporting requirements for various state regulators. Additionally, the institution’s internal capacity to manage the platform was reduced, necessitating a Managed Service offering to maximise the investment's value.

The Process:

In November 2023, the institution engaged AC3 to implement their Compliance Case Management system, with a commitment to completion by February 2024. We utilised out-of-the-box functionality to design a solution accommodating internal stakeholders while enabling flexible reporting that was suitable for the varied reporting requirements of individual state bodies. Simultaneously, the institution's internal IT resources were strained by project work, prompting a desire to work with a Managed Service Provider (MSP) that could not only provide support, but actively educate their teams to become self-sufficient and able to navigate and progressively upskill on their internal capability to support their system.

"Implementing a new system within such a short timeframe presented a significant challenge for our internal team. The expertise of the AC3 team meant we were able to overcome this obstacle and successfully meet our regulatory requirements in time."

Key Challenges:

The key challenges that needed to be addressed included:

  • Tight Timeline: The requirement for rapid development and implementation of the solution within a constrained timeframe posed a significant challenge.
  • Reduced Internal Capacity: The institution’s diminished internal resources hindered its ability to manage day-to-day platform activities.
  • Advanced Knowledge-Sharing: The institution sought a partner who could not only provide support, but also empower and upskill internal teams through education and knowledge-sharing.
The Solution:

In response to the urgent need for rapid deployment of the Compliance Case Management system, we adopted a tactical project management strategy, leveraging agile methodologies to accelerate the implementation. The project was divided into clear milestones with well-defined deadlines, ensuring progress tracking and accountability. Any obstacles were promptly identified and addressed through proactive communication and problem-solving, minimising disruptions to the project timeline. The team strategically allocated resources, ensuring that the team of technical consultants possessed the right skills for maximum efficiency and quality.

AC3 was subsequently engaged to deliver a comprehensive Managed Service offering that not only encompasses maintenance, support, enhancements, upgrades and migration assistance, but also provides licensing, security, automation, configuration, UX, and CMDB maturity reviews. These reviews provide valuable and actionable insight to the health and future direction of the platform. A key aspect of our Managed Services offering has been establishing a culture of information sharing and prioritising skill development, empowering the institution’s internal team with the knowledge and confidence to navigate and enhance their systems independently.

"AC3’s Managed Services not only provides crucial support for our platform but also empowers our internal teams through valuable upskilling opportunities. Their commitment to educating and sharing their knowledge has enabled us to become more self-sufficient and maximise the value of our ServiceNow investment, which is driving greater efficiency and innovation across our organisation."

The Outcome:

By partnering with our company, the institution not only met its immediate compliance requirements with a swift solution deployment but also built a foundation for long-term success and growth of their ServiceNow platform.

  • Regulatory Compliance: The implemented Compliance Case Management system enabled the institution to meet statutory reporting requirements efficiently and effectively, ensuring compliance with state regulations.
  • Improved Efficiency: By offloading routine maintenance tasks to our team, the institution’s internal teams could focus on more valuable technical work, improving overall efficiency.
  • Skill Development: Through our collaborative approach, the institution’s teams developed valuable ServiceNow platform skills, enhancing their internal capability.