Transforming Cloud Operations with Scalable ServiceNow Workflow Automation for an ICT Provider
APAC Market
Development team and time
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Tech stack
This case shows how GEM helped the client strengthen service delivery through automation, standardization, and disciplined ServiceNow implementation. By reducing manual work, improving testing efficiency, and enabling scalable workflow design, GEM supported the delivery of a more stable and adaptable platform for crucial ICT operations.
Background
By 2025-2026, enterprises are moving beyond isolated automation efforts and toward scalable, workflow-level transformation. McKinsey 2026 AI transformation article states that leading companies create value by reshaping products, services, and core business processes, not just by adopting new tools. Deloitte’s 2026 ServiceNow report highlights a move away from piecemeal automation toward end-to-end outcomes. In other words, operational excellence now depends on how well organizations standardize, automate, and scale their workflows. For a system integrator working across complex ICT environments, this shift is especially important. When service delivery involves multiple systems, multiple stakeholders, and frequent change requests, success depends on clear governance, automation, and a delivery model that can reduce risk without slowing execution.
Our client, a prominent ICT and system integration company that designs, builds, and maintains mission-critical ICT environments through a multi-vendor approach, engaged with us to improve their cloud environments management efficiency.
Challenges
Before implementation:
Our client needed a more efficient way to manage hundreds of distinct cloud environments for different customers. Each new tenant required a bespoke manual setup, which made operations increasingly difficult as volume grew. The team also had to deal with high-pressure network changes such as firewall rules and routing, where a single typo could trigger a serious outage. On top of that, critical information was split across different databases, so engineers had to move between multiple systems to resolve one incident.
During delivery:
GEM also faced implementation challenges. Some customer requests required special handling that could conflict with ServiceNow best practices, and post-upgrade issues had to be tested and fixed after instance changes. Communication between the ServiceNow consultants and the customer was limited, while unclear naming conventions for tables and columns created additional confusion across teams.
Solution
GEM first analyzed the client’s existing processes, identified operational bottlenecks, and assessed risks in managing cloud environments at scale. Based on this assessment, the team leveraged ServiceNow’s out-of-the-box capabilities to design a structured solution around Service Catalog and Flow Designer.
Because the challenge involved multiple cloud environments, integration was a core part of the solution. A “New Tenant” request in ServiceNow was designed to trigger provisioning actions across AWS, Azure, and private cloud systems, reducing manual work and improving control. The flow and catalog items were also built to be reusable and scalable, so new cloud environments could be configured more easily and existing logic could be extended with minimal rework. To improve quality, GEM introduced ATF (Automated Test Framework) for efficient regression testing and reusable test assets. The team also aligned communication, standardized naming conventions, and applied a high-fidelity solution design approach to ensure the requirements were clearly defined before implementation.
Output
Impacts
The results were measurable and practical. The team grew by 60% within the first year, increasing from 2 consultants to 5. Our client reported to have 99% of requirements delivered with zero defects, supporting both stability and reliability across the platform. The solution also improved execution efficiency and reduced risk. A regression test suite that once took five people one week to complete manually could now be executed by ATF in under two hours. By catching 95% of bugs in the development stage, the project lowered defect leakage and reduced the cost of fixing issues before production. For the client’s country-specific regulatory compliance, ATF also created an automated trail or every test run, helping demonstrate system readiness and control.
Closing remarks
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