Global Utilities Leader Streamlines Customizations and Frees Up 70K Hours
Global Utilities Leader Streamlines Customizations and Frees Up 70K Hours
Global Utilities Company Cuts 17% Tech Debt and Saves Over 1,000 Dev Hours
Global Utilities Company Cuts 17% Tech Debt and Saves Over 1,000 Dev Hours
Last Updated: August 2025
This customer, a world-renowned global utilities company headquartered in Europe with over 12,000 employees distributed globally, was an early and innovative adopter of ServiceNow. They’ve been leveraging the platform for 4 years, with their ServiceNow development team of 15 spread around the world with the help of implementation partners.
To maximize the potential of the trusted ServiceNow platform, their needs surpassed the initially available out-of- the-box functionality. Consequently, they began to customize their platform to better adapt it to their business requirements across their four ServiceNow instances. The innovative use of ServiceNow has significantly contributed to their operational efficiency and technological advancements.
Starting Small, Growing Big: Confident Progress with Quality Clouds
When they first began their journey with Quality Clouds, they took a cautious approach. They took a snapshot of their platform with all rules enabled served as a baseline, but they focused on a smaller project to fine-tune and evaluate the rules over time. They initially started by activating only 80% of the Best Practice rule set focusing on their priority areas: security & performance.
At Quality Clouds, we recommend activating and configuring all available rules from the outset. Doing so allows teams to quickly adapt to best practices, maximize immediate benefits, and smoothly incorporate new rules released every three weeks.
As expected with their first scan, the results revealed a substantial number of issues. Think of it as inviting a professional deep-cleaning team into your home—the hidden dust and grime accumulated over time comes to light. Their Quality of Cloud (QoC) score, which measures the overall health of their ServiceNow platform, was initially low—a typical scenario for mature developer teams focused on fast-paced innovation.
Curious about how this approach could work for your team? Let’s chat!
The Challenge: Navigating Complexity in a Global Enterprise
As ServiceNow released new functionalities, the customer’s platform started to look outdated and sluggish. They lacked visibility, faced the challenge of phasing out or substituting old customizations. They needed to easily identify changes and improvements in OOTB functionalities and standardize all efforts across the company and implementation partners.
Sluggish processes are not uncommon in companies that have been using ServiceNow for several years. They are often caused by technical debt building up in the platform. This can occur when:
Remote developer teams leading to a negative impact on due diligence.
Teams focus on fast results over best practices.
New packages are introduced that are not consistent with organizational standards and design principles.
There is insufficient software testing.
Key Challenges
Visibility Gaps: Difficulty identifying changes and improvements in Out-of-the-Box (OOTB) functionalities.
Lack of Standardization: Needed to unify coding and configuration efforts across the organization.
Partner Accountability: Lacked a shared tool to track implementation partners’ activities and ensure adherence to standards.
Technical Debt & Sluggish Processes: Accumulated technical debt slowed down development cycles and hindered innovation.
From Hidden Issues to Proven Progress: A Journey to Cleaner Platforms with Quality Clouds
Using Quality Clouds consistently, they turned the insights from the consist scans into into action:
Enhanced Visibility: Daily scans provided clear insights into OOTB changes and improvements, ensuring a well-monitored platform.
Unified Standardization: Using Quality Clouds tools like LiveCheck they implemented standardized coding and configuration practices aligned efforts across the organization.
Partner Oversight: By sharing access to the QC portal with implementation partners, teams gained full visibility into both internal and external activities, enhancing accountability and maximizing the value delivered by their partners.
Reduced Technical Debt: Using the portal they identified and prioritized technical debt and fixed legacy debt in line with best practices, while tools like LiveCheck and Quality Gates proactively stopped bad code from accumulating, ensuring continuous innovation without compromise.
Fast-forward to today: by committing to progress and learning, the customer achieved remarkable results. Within just a month, they became adept at using the portal, increased scanning activity, and leveraged the output more effectively. Now, at the close of 2024, they have 100% of the Best Practice rules active, enabling them to confidently grow their extended applications. This transformation underscores their dedication to platform excellence and measurable results with Quality Clouds.
The results were transformative:
40% Technical Debt Reduction
70K Hours of Debt Eliminated
60K Issues Resolved
LiveCheck alone prevented over 1,000 developer hours of new technical debt, ensuring a cleaner, more efficient platform moving forward.
With Quality Clouds, they shifted from reactive fixes to proactive platform governance, proving their ability to innovate with confidence while reducing technical debt.
Empowering Smart Governance and Sustainable Innovation
Quality Clouds has transformed this customer’s ServiceNow operations, enhancing platform health and empowering their team to make informed architectural decisions rooted in best practices. This remarkable transformation underscores the power of smart governance.
Key Achievements with Quality Clouds
Reduced Manual Effort: Freed up development time by automating code reviews and issue prevention.
Prevented Technical Debt at Source: Proactive governance stopped issues from reaching production.
Enhanced Governance: Gained visibility and control over platform health and technical debt.
Centralized Best Practices: Leveraged an accessible library to ensure consistent coding standards.
Boosted Productivity: Streamlined processes to drive performance across the development team.
Quality Clouds fostered a culture of continuous improvement and innovation, enabling this team to securely innovate, scale confidently, and deliver measurable value on their ServiceNow platform. With improved productivity and smarter development practices, Quality Clouds became a cornerstone of their platform success.
Last Updated: August 2025
This customer, a world-renowned global utilities company headquartered in Europe with over 12,000 employees distributed globally, was an early and innovative adopter of ServiceNow. They’ve been leveraging the platform for 4 years, with their ServiceNow development team of 15 spread around the world with the help of implementation partners.
To maximize the potential of the trusted ServiceNow platform, their needs surpassed the initially available out-of- the-box functionality. Consequently, they began to customize their platform to better adapt it to their business requirements across their four ServiceNow instances. The innovative use of ServiceNow has significantly contributed to their operational efficiency and technological advancements.
Starting Small, Growing Big: Confident Progress with Quality Clouds
When they first began their journey with Quality Clouds, they took a cautious approach. They took a snapshot of their platform with all rules enabled served as a baseline, but they focused on a smaller project to fine-tune and evaluate the rules over time. They initially started by activating only 80% of the Best Practice rule set focusing on their priority areas: security & performance.
At Quality Clouds, we recommend activating and configuring all available rules from the outset. Doing so allows teams to quickly adapt to best practices, maximize immediate benefits, and smoothly incorporate new rules released every three weeks.
As expected with their first scan, the results revealed a substantial number of issues. Think of it as inviting a professional deep-cleaning team into your home—the hidden dust and grime accumulated over time comes to light. Their Quality of Cloud (QoC) score, which measures the overall health of their ServiceNow platform, was initially low—a typical scenario for mature developer teams focused on fast-paced innovation.
Curious about how this approach could work for your team? Let’s chat!
The Challenge: Navigating Complexity in a Global Enterprise
As ServiceNow released new functionalities, the customer’s platform started to look outdated and sluggish. They lacked visibility, faced the challenge of phasing out or substituting old customizations. They needed to easily identify changes and improvements in OOTB functionalities and standardize all efforts across the company and implementation partners.
Sluggish processes are not uncommon in companies that have been using ServiceNow for several years. They are often caused by technical debt building up in the platform. This can occur when:
Remote developer teams leading to a negative impact on due diligence.
Teams focus on fast results over best practices.
New packages are introduced that are not consistent with organizational standards and design principles.
There is insufficient software testing.
Key Challenges
Visibility Gaps: Difficulty identifying changes and improvements in Out-of-the-Box (OOTB) functionalities.
Lack of Standardization: Needed to unify coding and configuration efforts across the organization.
Partner Accountability: Lacked a shared tool to track implementation partners’ activities and ensure adherence to standards.
Technical Debt & Sluggish Processes: Accumulated technical debt slowed down development cycles and hindered innovation.
From Hidden Issues to Proven Progress: A Journey to Cleaner Platforms with Quality Clouds
Using Quality Clouds consistently, they turned the insights from the consist scans into into action:
Enhanced Visibility: Daily scans provided clear insights into OOTB changes and improvements, ensuring a well-monitored platform.
Unified Standardization: Using Quality Clouds tools like LiveCheck they implemented standardized coding and configuration practices aligned efforts across the organization.
Partner Oversight: By sharing access to the QC portal with implementation partners, teams gained full visibility into both internal and external activities, enhancing accountability and maximizing the value delivered by their partners.
Reduced Technical Debt: Using the portal they identified and prioritized technical debt and fixed legacy debt in line with best practices, while tools like LiveCheck and Quality Gates proactively stopped bad code from accumulating, ensuring continuous innovation without compromise.
Fast-forward to today: by committing to progress and learning, the customer achieved remarkable results. Within just a month, they became adept at using the portal, increased scanning activity, and leveraged the output more effectively. Now, at the close of 2024, they have 100% of the Best Practice rules active, enabling them to confidently grow their extended applications. This transformation underscores their dedication to platform excellence and measurable results with Quality Clouds.
The results were transformative:
40% Technical Debt Reduction
70K Hours of Debt Eliminated
60K Issues Resolved
LiveCheck alone prevented over 1,000 developer hours of new technical debt, ensuring a cleaner, more efficient platform moving forward.
With Quality Clouds, they shifted from reactive fixes to proactive platform governance, proving their ability to innovate with confidence while reducing technical debt.
Empowering Smart Governance and Sustainable Innovation
Quality Clouds has transformed this customer’s ServiceNow operations, enhancing platform health and empowering their team to make informed architectural decisions rooted in best practices. This remarkable transformation underscores the power of smart governance.
Key Achievements with Quality Clouds
Reduced Manual Effort: Freed up development time by automating code reviews and issue prevention.
Prevented Technical Debt at Source: Proactive governance stopped issues from reaching production.
Enhanced Governance: Gained visibility and control over platform health and technical debt.
Centralized Best Practices: Leveraged an accessible library to ensure consistent coding standards.
Boosted Productivity: Streamlined processes to drive performance across the development team.
Quality Clouds fostered a culture of continuous improvement and innovation, enabling this team to securely innovate, scale confidently, and deliver measurable value on their ServiceNow platform. With improved productivity and smarter development practices, Quality Clouds became a cornerstone of their platform success.