Hoist Finance was operating on a ServiceNow platform managed by an external provider (MSP). Over time, the solution became heavily customized, limiting Hoist Finance’s ability to drive improvements or adapt to evolving business needs. The promised benefits of automation and cost efficiency? Nearly impossible to realize.
To regain control and unlock innovation and flexibility in their incident management process, HoistFinance made a bold decision: start fresh and implement their own ServiceNow instance. By owning the platform, HoistFinance can ensure it evolves with the business, supports emerging requirements, and delivers value where it matters most.
The Project
With a tight deadline to exit their legacy solution, Hoist Finance opted for a Minimal Viable Product (MVP) approach—creating a solid foundation for long-term goals while meeting immediate needs. Time and budget were the key constraints, so the guiding principles were clear: Out-of-the-Box functionality, ServiceNow best practices, and minimal configuration.
The challenge? Deliver a new ServiceNow instance with ITSM and CMDB live in production within just 2.5 months. This greenfield approach allowed Hoist Finance to build a streamlined, scalable service management platform aligned with industry standards and tailored to their governance model. By leveraging standard features and best practices, Hoist Finance positioned itself to fully benefit from automation and future enhancements.
The project was driven by collaboration, flexibility, and transparency—a true team effort to meet ambitious goals.
Partnership
By partnering with Netgain, Hoist Finance gained a team of ServiceNow experts committed to aligning the platform with business needs and challenging unnecessary deviations from best practices. The result? A successful delivery on time and on budget.
Now, both teams are focused on unlocking even greater value through:
- System Optimization & Enhancement: Streamlining processes and configurations for better usability and performance.
- Automation & Efficiency Gains: Reducing manual work, improving accuracy, and accelerating service delivery.
- Service Monitoring & Reporting: Building transparency and control with robust reporting and KPIs.
- Cost-Effectiveness: Leveraging standard functionality for a scalable, low-maintenance solution with improved cost control.
