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Leading Power Grid Operator and InSource Implement ServiceNow ITSM

Key objectives for ServiceNow within the energy sector are to harness the power of connected operations to unlock benefits throughout the value chain and transform service delivery. This will reduce operating costs and improve asset performance while delivering competitive services and prices, as well as operating safely in the communities they serve.

A leading power grid operator with 500+ employees and 20M customers embraced these objectives by implementing the following ServiceNow ITSM modules that helped them deliver efficiency and productivity gains with faster, smarter service delivery.


  • Change
  • Incident
  • Problem
  • Request
  • Service Management
    • CMBD (implemented with the Common Service Data Model)
    • Safe Workplace

The Director of IT said, “Our goals were straightforward. We wanted to migrate ITSM processes from our existing end-of-life ITSM solution, optimize our change management workflows, thereby, replacing our existing “one-size-fits-all” process, and streamlining all other processes. We also wanted to consolidate asset repositories into a single CMDB while introducing self-service capabilities through a new service portal offering.’

Seeking A Partner

Achieving the goals that were set forth was not going to be easy with the resources that were presently available. Additional implementation expertise was going to be needed so an RFP was put together. The IT team was looking for a trusted partner who had both the experience and skills to meet their stated objectives.

According to the Director of IT, “InSource was selected because they really listened to our team. Through the RFP process, Insource understood our requirements and developed an approach and timeline that fit our needs.  It certainly also helped that InSource came highly recommended with the proof being in their very high ServiceNow Customer Satisfaction Score. InSource tailored the approach by using a combination of their experience and best practices along with the approach we were seeking.  We truly were a single team with a common goal.”

Current Review

The implementation was broken out into 3 phases, and to date, all work was completed on time and slightly under budget.

  • Phase 1 – 4 months
  • Phase 2 – 4 months
  • Phase – mid-July start time and completion time is 2 months

Since this was a new implementation, InSource helped the IT team optimize existing processes and is delivering capabilities that will help them manage work more efficiently and effectively. InSource also provided a combination of train-the-trainer sessions, as well as technical SME knowledge transfers. These actions have been effective with a seamless transfer of ServiceNow to the internal team.

Next Steps

The Director of IT said, “The engagement with InSource has not been limited to the scope of work that they were initially contracted for at the beginning of this engagement.  Our team has had numerous strategy and review sessions with their technical experts and executives to help us drive our internal ServiceNow strategy.

ServiceNow is quickly becoming a strategic platform and we have plans to significantly expand their use over the next few years by adding additional modules and applications.”

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