Modernizing ServiceNow with Zero Disruption and 100% Workflow Validation
100%
Onboarding and offboarding workflows validated3
Additional systems ready for integration without reworkZero manual handoffs from UKG to Active Directory
Zero business disruption during the ServiceNow production upgrade
The Challenge
Modernizing ServiceNow While Eliminating Manual Employee Lifecycle Handoffs
The client needed to upgrade its ServiceNow production platform while minimizing risk to ongoing business operations. At the same time, employee onboarding and offboarding processes relied on manual handoffs across HR, identity and endpoint systems, creating opportunities for errors and operational friction.
The organization needed a more seamless way to connect UKG, ServiceNow and Active Directory and automate employee lifecycle workflows end to end. It also required secure, scalable connectivity between ServiceNow and on-premises systems.
Beyond addressing these immediate needs, the client wanted an architecture that could support future integrations with Microsoft Entra ID, Microsoft Intune and Hardware Asset Management without requiring significant rework.
Sutherland Solution
Modernizing ServiceNow and Automating Employee Lifecycle Workflows
- ServiceNow Platform Modernization: Sutherland delivered a controlled upgrade of the ServiceNow production platform using cross-environment cloning and full functional validation. This approach enabled the platform to be modernized while minimizing disruption to ongoing operations.
The Outcome
Zero-Disruption Modernization with End-to-End Lifecycle Automation
Sutherland successfully completed the ServiceNow production upgrade with zero disruption to business operations, enabling the client to modernize its platform while maintaining continuity. Employee lifecycle automation was implemented across HR and IT systems, with 100% of onboarding and offboarding workflows validated end to end.
The transformation also eliminated the manual handoff between UKG requests and Active Directory provisioning, creating a more seamless automated process. Beyond the immediate implementation, Sutherland established an extensible architecture designed to support future growth. Three additional systems, Microsoft Entra ID, Microsoft Intune and Hardware Asset Management, were architected for future integration without rework, providing a scalable foundation for continued identity and device-management automation.
