The challenge
Years of over-customization had made the organization's ServiceNow platform difficult to upgrade and inconsistent to adopt. Reporting suffered most of all.
- Heavy customization complicated every platform upgrade
- Adoption varied widely from team to team
- Data was fragmented across multiple disconnected sources
- Executive reporting relied on PowerPoint and Excel built by hand
- Visualizations weren't strong enough to support real decisions
The solution
The organization started by reverting to out-of-the-box ServiceNow Strategic Portfolio Management — reducing customizations, standardizing reporting, and driving user adoption. They then partnered with VividCharts, a native ServiceNow plug-in delivering real-time, interactive reporting with executive-grade visualizations.
- Returned to OOTB SPM to simplify and standardize
- Layered VividCharts directly inside ServiceNow for live reporting
- Replaced hand-built PowerPoint and Excel with automated visuals
- Gave executives interactive, board-ready insight on demand
The results
The combination delivered substantial time savings and a dramatically simpler portfolio, while making every future upgrade easier.
- 100+ hours saved each month on manual reporting
- Portfolio projects cut by roughly half
- 100% ServiceNow adoption across teams
- Real-time, accurate data supporting executive decisions
- A clear path to expand reporting across more departments and modules