The Government Legal Department (GLD) Case Study
Case Study:
Overview
The Government Legal Department (GLD) serves as the UK government’s primary legal advisory body, supporting governance under the rule of law. With over 2,500 solicitors and barristers, GLD delivers essential legal services across multiple central government departments. As part of their operational strategy, GLD has utilised ServiceNow for over six years, leveraging ITSM Standard, HRSD, and ITOM Integration Hub to support their IT operations. However, with evolving digital goals and increasing demands, GLD recognised the need for a comprehensive review of their ServiceNow platform to better align with their broader digital strategy.
"LOVE the Xcession Newsletter - you all are so well gelled as a company/team. Have started viewing the Podcasts but must make more time to go through them. Wil has been a star with all the workshops and I really do appreciate his wonderful efforts supported by the others who I can tell are looking at our current setups and feeding into Wil. That is great teamwork for sure."
Please do convey my thanks to the whole team.
VM - Government Legal Department
The Challenge
Despite incremental improvements to the platform, GLD faced challenges in maximising the return on their ServiceNow investment. Foundational issues with process alignment, data management, and integration limited their ability to fully leverage the platform’s capabilities. With critical gaps in areas such as CMDB quality, incident management, and service request processes, GLD sought to identify and resolve inefficiencies. To address these challenges, they partnered with Xcession under the G-Cloud 13 framework, identifying a health check as the ideal first step in their transformation journey.
Solution
Xcession undertook a structured health check of GLD’s ServiceNow implementation, designed to assess the platform against best practices and highlight areas for improvement. Over 10 days, Xcession reviewed key operational processes, including incident, problem, and change management, as well as foundational elements such as automations, integrations, and service asset and configuration management.
The project included the following phases:
Xcession planned the engagement, identified key stakeholders, and refined assessment tools.
System configurations, process documentation, and integration setups were analysed in detail.
Insights into licensing, pain points, and business objectives were mapped against GLD’s strategic goals.
The assessment culminated in a comprehensive report with actionable recommendations. This included a roadmap for achieving greater alignment between ServiceNow’s capabilities and GLD’s long-term objectives.
The Outcome
The health check provided GLD with a clear understanding of their current state, identifying improvement opportunities in foundational data quality, process efficiency, and integration optimisation.
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