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Strategy & Roadmapping

Organizing and setting the stage to achieve modernization.


Delivering actionable results and usable documents to bring your strategy to life.

Adoption & Acceptance

Increasing adoption and acceptance by involving stakeholders early in the process.

Extension & Support

Focusing on continuous modernization to take your investment to the next level.

an approach like no other

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Federal Government Agency

Replaced Remedy with ServiceNow in 12 Weeks

The Objective

In today's fast-paced business environment, on-premise legacy applications quickly become a hindrance to productivity. The sheer magnitude of time and resources associated with  upgrades presents a significant fiscal burden; coupled with expensive licensing costs and heavy customizations leads many organizations to question their investment to maintain a dated solution. A federal government agency with over 28,000 employees found themselves in this exact predicament. The agency was utilizing Remedy, a legacy service management application, that created many inefficiencies - tedious upgrades, lack of reporting, and an overall disjointed experience for its users. To add to this problem, the system was so customized that it crippled their ability to upgrade. 

The Strategy

Facing a potential multi-million dollar Remedy upgrade, the agency realized they needed a cloud-based, enterprise platform to meet the needs of their organization not only today, but in the future. The platform of choice was ServiceNow. To make this transition, the agency looked to a trusted ServiceNow partner to perform the replacement quickly and seamlessly. To accomplish this, Linium worked closely with the project team to document all existing functional and technical requirements. While careful consideration was given to the ensure that existing processes were adhered to, the team also focused on establishing a roadmap that will allow the agency to scale the ServiceNow platform in a way that sets the stage for future growth. Starting with IT for phase 1, the agency was ready to embark on changing the way the entire organization works - anytime, anywhere, on any device.

The Results

What had taken several years to customize in Remedy was built in 12 weeks in ServiceNow. As a result, the agency has embarked on their journey to modernization, driving real business value and making the move from a reactive to a proactive state of service delivery. As part of this initial phase, the agency implemented the following ServiceNow modules, with plans to expand outside of IT:

  • Incident, Problem, Change Management
  • Service Request
  • Service Portal
  • Knowledge Management
  • Service Mapping
  • CMDB/Discovery

Better, Faster, Smarter

We focus on the “how” – how we deliver services and how we approach the journey to modernization. Most importantly, we listen and start with the “why” to ensure we understand your business objectives and achieve your desired outcomes. Our promise to you is to deliver the most comprehensive solutions encompassing people, process, and platforms to change the way your people work tomorrow, today. The result – work Better, Faster, Smarter.

Ready to Get Started?

Contact us at 518.689.3198 or fill out this form and we will contact you.