Shoosmiths' ITSM Transformation with ServiceNow & Xcession
Case Study:
Shoosmiths' ITSM Transformation with ServiceNow
Overview
Shoosmiths LLP, a leading UK law firm with a strong reputation for innovation, sought to modernise its IT Service Management (ITSM) capabilities. The firm selected ServiceNow as the platform to not only improve IT service delivery but also lay the groundwork for broader Enterprise Service Management (ESM) transformation. Xcession, a ServiceNow partner with deep expertise in ITSM and ESM, was chosen to lead this foundational project.
The Challenge
Shoosmiths’ existing ITSM toolset was no longer meeting the firm’s evolving needs. The firm required a modern, scalable, and efficient solution that would:
The Solution
Xcession implemented ServiceNow ITSM following a structured, phased approach designed to maximize value while minimising disruption. The project was divided into five key phases:
- Configured the ServiceNow platform with branding, security policies, and Single-Sign-On (SSO) integration with Microsoft Entra.
- Automated user provisioning from Microsoft Entra to ServiceNow.
- Established technical foundations for scalability and governance.
- Defined and imported essential foundation data, including locations, departments, cost centres, and user groups.
- Ensured structured, accurate data to support seamless ITSM workflows.
- Deployed core ITIL processes, including Incident, Problem, Change, Knowledge, and Service Level Management.
- Configured assignment rules, notifications, and approval processes to align with Shoosmiths' operational needs.
- Implemented a service catalog for streamlined IT service requests.
- Configured custom reports, Service Level Agreements (SLAs), and surveys to monitor performance and improve service quality.
- Delivered the ServiceNow Employee Center, providing a user-friendly portal for employees to access IT services, knowledge articles, and support.
Results
The implementation of core ITSM processes improved incident resolution times and service request management.
The Employee Center enabled self-service capabilities, reducing the dependency on IT support.
With ServiceNow in place, Shoosmiths is now positioned to introduce AI-driven automation and expand service management capabilities to HR and other business units.
Next Steps
Shoosmiths plans to build on this foundation by leveraging AI to enhance customer experience and operational efficiency. Future phases will focus on expanding ServiceNow’s capabilities beyond IT to create a truly enterprise-wide service management ecosystem.
Conclusion
By partnering with Xcession, Shoosmiths successfully replaced its legacy ITSM tool with ServiceNow, setting the stage for long-term digital transformation. This project underscores the power of a well-planned ITSM implementation as a catalyst for broader business improvement.
Interested in transforming your IT and ESM capabilities with ServiceNow? Contact Xcession to learn how we can support your journey.
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