ServiceNow CSM Case Study

For our client, there is the issue of handling various requests from suppliers across different markets and departments with no centralized method for handling these requests. In this process, the security of the departments handling sensitive information is threatened by the lack of safety and security when such requests are processed. Our objective here is to ensure that the various handling systems are united under a common and safe service portal for handling requests for legal, trademark, and procurement processes through one platform.

The client had multiple business services to handle supplier requests across different departments and markets. There were certain departments where sensitive data was being processed. This necessitated tighter security on the data being processed.

The suppliers had to make various types of requests such as legal approvals, trademark approvals, and procurement requests. All these types of requests could not be made on a single platform.

The client need was for a common platform where tickets could be raised securely by external suppliers, and internal agents could view and work on tickets allocated to their teams.

Autovitica delivered a single, secure solution using ServiceNow Customer Service Management (CSM) , designed to serve both external suppliers and internal teams without complexity.

Core Architecture:

1. Dual-Portal Design:
   • External Supplier Portal: A dedicated, brand-aligned interface for suppliers to register, view catalogs, and submit tickets.
   • Internal Agent Workspace: A streamlined dashboard for employees to view, assign, and resolve tickets assigned to their teams.

2. Data & Security Model:
   • Extended the core Case tableand built a scoped application to ensure data isolation and maintainability.
   • Introduced a custom ‘Department’ fieldas the primary axis for segregating ticket data by business unit (Legal, Procurement, etc.).
   • Implemented robust Access Control Lists (ACLs)to enforce strict, role-based data security. This ensures agents only see tickets relevant to their department, with heightened restrictions for high-security units.
3. Process Automation:
   • Leveraged Flow Designer to orchestrate business workflows for legal approvals, trademark requests, procurement, and other service types.
4. Catalog Item:
   • Created Service Catalog itemsfor each request type (Legal Clearance, Trademark, Procurement).
   • Applied user criteriato each catalog item, ensuring suppliers only see the request forms they are authorized to access based on their profile.
5. Supplier Onboarding Process
   • Suppliers register via a secure link, await stakeholder approval, then gain access to their personalized catalog for submitting department-specific requests. Internal agents see only tickets routed to their team queues.
   • This architecture ensures data security, process standardization, and seamless collaboration between external suppliers and internal resolution teams.