KA2 Receives a ServiceNow 5-Star Customer Satisfaction rating

24 August 2021

The Consultancy Service received a ServiceNow 5-Star Customer Satisfaction rating, from our new customer, a market-leading global Financial Advisory Group.

was engaged to implement ServiceNow Contract Management ‘out of the box’ solution to support the transition of operational IT contracts into ServiceNow. This enables the client to have a centralised repository for all contracts and allows them to link to IT Services presented in the CMDB. The task-driven workflows within ServiceNow further enhanced the Contract Management lifecycle.

Following this first phase of the delivery, SCS had more detailed requirements to drive out additional functionality in the platform and introduce wider process automation.  KA2 scoped out a solution that was delivered within a short timeframe, that allowed them to have a full end-to-end contract management lifecycle process that underpinned SCS and supported broader Operational Resilience requirements. The developed end solution was more aligned with their mature processes than pure ‘out the box’ could achieve.

Working collaboratively with business stakeholders to ensure that the enhancements met real-world requirements for the management and operation of contracts, we successfully delivered the core foundation with an initial focus on IT contracts. The second phase of the project transitioned the management of all business contracts to the platform. We integrated vendor and supplier management processes, improved onboarding and contract exit workflows, and provided configurations to enable future relationship connection to CMDB and supplied businesses and IT services, to support operational resilience initiatives.

Our client showed their delight with the outcome of our partnership, as we achieved another 5 out of 5 CSAT score.  We are excited to be working on several new projects – including the delivery of the  KA2 Smarter Operational Resilience Framework using ServiceNow IRM capabilities to a number of our FS Clients.

KA2 is a specialist ServiceNow Partner and in addition to Contract Management expertise, we offer a broad range of expert services around supply chain management, security operations, service delivery, IT operations management and HR.

To find out how KA2 can help you achieve five-star outcomes from your ServiceNow implementations, arrange a call back from our Head of Enterprise Service Management,