Fixing ServiceNow Adoption and Workflow Gaps in a Growing Enterprise

1. Client Context

A rapidly scaling enterprise had already deployed ServiceNow, but adoption was fragmented between teams. Process inconsistency reduced trust in workflow performance and reporting.

2. Problem (real-world)

ServiceNow adoption was uneven and critical workflows were bypassed.

3. Why It Happened

Process ownership was unclear after organizational growth, and teams optimized locally instead of following shared platform standards.

4. What MJB Did

MJB restructured governance, aligned process ownership, and redesigned workflow controls so teams could execute consistently without losing speed.