Before the launch of a major modernization project, a large governmental agency faced mounting complexity in managing its IT operations. High expectations from users paired with fragmented processes and rising inefficiencies meant the IT team was struggling.
Challenge: Digital defenses in need of reinforcement
Much like citizens depend on their government to safeguard their information, the agency’s IT organization needed to strengthen and streamline its own operations. Without a centralized system, 3,000 tickets per day were manually being dispatched to teams weighed down by:
- Siloed and inconsistent processes
- Manual, time-consuming operations
- Limited visibility into incidents, assets, and service requests
- Rising operational costs and a growing backlog
This operational fragility posed a critical challenge. To ensure reliable, secure services for thousands of employees and citizens, the agency needed a modern foundation: harmonized processes, stronger governance, and a platform capable of evolving with future demands.
Solution: Building digital resilience with ServiceNow
The leadership of the agency recognized that reinforcing its IT operations required a modern foundation that could scale, govern, and adapt to tomorrow’s needs.
Their vision: streamline and harmonize critical processes to deliver secure, citizen-focused digital services.
To achieve this, the agency selected Cofomo for its comprehensive, cross-functional approach to digital transformation. As a Premier Partner of ServiceNow, Cofomo provides expert guidance from strategy through implementation, supported by deep experience in organizational change management and capacity building.
A multidisciplinary team for a complex mission
Given the technical and organizational scope of the project, Cofomo orchestrated a team that combined a wide range of expertise of system integration engineers, database administrators, and process specialists, working alongside project and change management professionals. This blend ensured that the client’s teams were supported not only in technology deployment but also in adopting new, more efficient ways of working.
Agile collaboration with lasting impact
Working in an agile, collaborative approach with internal stakeholders, Cofomo implemented the Configuration Management Database (CMDB) module of the ServiceNow platform as a cornerstone of the new IT ecosystem.
This work included:
- Designing and configuring a unified CMDB structure and establishing data feeding processes
- Aligning instance configurations with ITIL (Information Technology Infrastructure Library) best practices
- Developing a visual charter to ensure a consistent, user-friendly experience across the platform
- Conducting integration analyses and configuring key processes
- Establishing incident and problem management practices, including corrective actions and system upgrades
By combining technical implementation with change enablement, Cofomo ensured that the client’s IT team not only had the tools but also the skills and confidence to sustain the solution long into the future.
“Every digital service rests on trust. That’s why building a strong governance model is just as important as implementing the technology itself. With ServiceNow, we help our clients establish the resilience they need to deliver secure, reliable services for years to come.”
Mehdi Kdioui, Director of the ServiceNow Centre of Excellence
Outcomes: Securing sustainable operations
The partnership between the agency and Cofomo laid the groundwork for a modern, resilient IT ecosystem. Outcomes included:
Enhanced centralization
All employees, no matter what their IT sophistication, could now get help from a user-friendly service catalogue.
A single source of truth
A CMDB that consolidates IT assets and configurations for stronger governance
Operational efficiency
Streamlined processes, corrective actions, and timely upgrades for improved responsiveness.
Agility and scalability
A structure ready to evolve with new integrations and digital priorities.
Reliable support
Ongoing maintenance and incident management ensuring continuity of service delivery.
Looking ahead: Confidence in the cloud era
With the new ServiceNow foundation in place, the agency is equipped to face the future with greater confidence. By strengthening its IT operations today, it is building the resilience needed to deliver secure, citizen-focused digital services tomorrow.
This transformation reflects a critical lesson for any public sector organization: Investing in unified, automated IT processes is not just about technology. It’s about trust, efficiency, and the ability to meet rising digital expectations head-on.
Discover how Cofomo can support your deployment and optimization of ServiceNow.
