A leading U.S. data center services company partnered with Aloha Clouds to improve the health, performance, security, and operational efficiency of its ServiceNow platform.
Through our Aloha Care RUN Managed Services, we provided continuous platform support, strategic upgrades, development enhancements, and architecture modernization across its ServiceNow environments.
The engagement focused on more than day-to-day platform maintenance. Our team worked to continuously improve platform performance, strengthen security, streamline service delivery, and ensure the environment remained stable, scalable, and ready for future business needs.
The Challenge: Maintaining a Healthy, High-Performing ServiceNow Platform
As ServiceNow environments grow in complexity, maintaining platform health requires continuous optimization, proactive maintenance, and a structured approach to development and upgrades.
The company needed a dedicated team to support its evolving ServiceNow ecosystem while ensuring operational continuity across its ITSM and HRSD capabilities.
The engagement focused on several key priorities:
- Platform health and performance: Identifying optimization opportunities to improve platform efficiency, manageability, and overall health.
- Security and governance: Strengthening the platform’s security posture through proactive remediation and alignment with ServiceNow best practices.
- Continuous development: Delivering new capabilities, improving existing processes, and expanding the Service Catalog to meet evolving business requirements.
- Upgrade management: Coordinating platform upgrades across distributed environments while maintaining compatibility and avoiding disruption to business operations.
- Architecture modernization: Replacing legacy workflows with modern ServiceNow capabilities to improve maintainability and scalability.
The Approach: Proactive ServiceNow Managed Services with Aloha Care RUN
Through our Aloha Care RUN model, Aloha Clouds provided ongoing platform management and continuous improvement, combining technical support, development capabilities, and strategic platform optimization.
Our approach covered four complementary areas:
1. Platform Health, Performance & Security Optimization
We continuously assessed and optimized the ServiceNow environment to improve its overall health and operational efficiency.
Activities included:
- Platform cleanup and optimization following ServiceNow Impact recommendations.
- Continuous performance tuning and platform improvements.
- Proactive security remediation and governance.
- Ongoing monitoring of platform health indicators.
- Identification of opportunities to improve manageability and operational efficiency.
These activities contributed to measurable improvements across the platform’s health assessment indicators.
2. ServiceNow Upgrade Management
Keeping the platform aligned with supported ServiceNow releases was another key priority.
Our team successfully planned, coordinated, and executed multiple platform upgrade cycles across distributed environments.
Completed upgrade paths:
- Washington DC → Yokohama
- Yokohama → Australia
Each upgrade followed a structured process covering:
- Upgrade planning and coordination.
- Impact analysis and risk mitigation.
- Regression testing and validation.
- Compatibility reviews for custom applications and integrations.
- Post-upgrade support and remediation.
These activities ensured platform stability and compatibility, with upgrades completed without disrupting business operations.
3. Continuous Development, Automation & Integrations
Beyond platform maintenance, our team delivered continuous enhancements to improve service delivery and support evolving operational requirements.
During the engagement, we:
- Developed and delivered more than 330 user stories.
- Created over 40 new Service Catalog items.
- Updated and enhanced more than 390 existing catalog items.
- Integrated ADManager Plus into the ServiceNow environments.
- Developed automation flows supporting ADManager Plus-driven processes.
- Configured multiple Inbound Actions to automatically generate tickets from external applications.
These improvements expanded platform capabilities while reducing manual effort across operational workflows.
4. Architecture Modernization & Process Improvement
We also focused on modernizing the platform architecture and improving the maintainability of existing processes.
Key initiatives included:
- Migrating legacy workflows to Flow Designer, aligning development with modern ServiceNow standards.
- Redesigning the Incident Form to improve the end-user experience.
- Enhancing Human Resources (HR) service delivery processes.
- Performing platform cleanup and structural optimization.
The migration to Flow Designer represented an important step towards a more maintainable and scalable platform architecture.
The Results: Measurable Improvements Across Platform Health
The MAUI Managed Services engagement delivered measurable progress across several dimensions of platform health.
The overall platform health assessment increased from 88% to 91%, reflecting improvements in performance, manageability, and security.
Key platform health improvements:
ServiceNow Platform Health Assessment
Measurable improvements delivered through Aloha Care RUN Managed Services.
Beyond these health indicators, the engagement delivered significant operational improvements:
- 330+ user stories delivered, supporting continuous platform development.
- 40+ new Service Catalog items created to expand service delivery capabilities.
- 390+ existing catalog items enhanced and updated.
- Multiple successful platform upgrades completed without business disruption.
- Modernized development architecture through the migration from legacy workflows to Flow Designer.
- Expanded automation and integrations to streamline IT operational processes.
Together, these improvements strengthened the reliability, maintainability, and long-term scalability of the company’s ServiceNow ecosystem.
Building a Platform Ready for Continuous Improvement
This engagement demonstrates how proactive ServiceNow Managed Services can go beyond traditional technical support.
By combining platform health optimization, structured release management, continuous development, and architecture modernization, Aloha Clouds helped the organization establish a stronger operational foundation.
The result is a healthier, more secure, and more maintainable ServiceNow environment, supported by continuous improvements and ready to evolve alongside the company’s business needs.
At Aloha Clouds, we don’t just maintain ServiceNow platforms. We help them perform, evolve, and deliver lasting value.
