Case Study

The Challenge

A leading UK telecommunications client had reached a key decision point in how it managed IT services across the business. The existing ServiceNow platform had supported operations well, but over time it had become harder to adapt and develop in line with changing needs. It was clear that a more flexible and future-ready approach was needed.

At the same time, using separate systems to manage different parts of the service operation had added cost and complexity. The business recognised the opportunity to simplify its systems, improve how teams worked together, and deliver more value across the wider organisation.

A strategic decision was made to implement a new, out-of-the-box version of ServiceNow that could support future growth and broader enterprise aims.

Perform Partners was brought in to provide expert delivery support and independent guidance. We helped shape the early delivery plan, supported the vendor selection process, and worked alongside internal teams and their chosen implementation partner to offer programme oversight, specialist input, and additional capacity where required.

Our Approach

Perform Partners worked closely with the client as a trusted delivery partner, providing guidance, structure and hands-on support at key points across the programme.

• Supporting a Strategic Start
  We joined the programme at a key moment, providing support during the vendor selection process. Drawing on previous experience with similar platform transitions, we helped the client assess responses and identify a partner that could deliver both the technical implementation and a collaborative working relationship.
• Strengthening Delivery with Hands-On Support
  As the programme moved into delivery, we provided project and test management expertise to complement the internal team. Our role focused on supporting coordination between the client and their implementation partner, maintaining momentum, and ensuring key activities were delivered to plan.
• Helping Navigate Challenges with Flexibility
  Where internal capacity was stretched or priorities shifted, we worked flexibly to help keep delivery on track. By proactively identifying risks and working with both the client and the vendor to reallocate tasks, we helped the team move forward without disrupting timelines or increasing cost.
• Guiding Decisions with Practical Experience
  We supported decision-making across areas such as training, configuration, and user access. Our knowledge of the ServiceNow platform and understanding of how internal teams worked day to day allowed us to offer input that was grounded, relevant, and outcome-focused.
• A Trusted Partner Throughout
  Our role was to act as a steady, experienced hand, helping the programme team navigate complexity, respond to shifting priorities, and stay focused on what mattered. We were proud to work as genuine partners alongside a strong internal team that led the programme with commitment and clarity.

Supporting People Through Change

Throughout the programme, people remained at the centre of every decision. The shift to a new ServiceNow platform is never just a technical upgrade, it was a transformation in how employees accessed and experienced IT support.