Mission Need

The U.S. Army faced the challenge of consolidating multiple highly customized IT service management (ITSM) platforms into a single enterprise-level system without disrupting global IT operations. The existing environment relied on six different legacy ITSM systems, creating siloed data, fragmented workflows, and high maintenance costs. Additionally, with over 1.2 million customers relying on IT services worldwide, the Army required a modern, scalable platform that would standardize operations, improve efficiency, and reduce long-term risk.

Solution

SAIC partnered with the U.S. Army to deliver one of the largest and most complex ServiceNow transitions ever completed in the public sector. The effort consolidated six legacy ITSM platforms into the Army Enterprise Service Management Platform (AESMP), a standardized, out-of-the-box enterprise system implemented in less than one year.

To achieve this milestone, SAIC’s team of ServiceNow experts conducted a deep assessment of existing environments, processes, and workflows. They leveraged ServiceNow’s out-of-the-box capabilities to retain essential functionality while minimizing customizations, ensuring a future-ready platform. The transition also included moving ITSM systems to the cloud, reducing costs and improving scalability. SAIC applied DevSecOps practices and an agile development approach, enabling incremental service delivery, continuous integration, and rapid deployment of capabilities. Lessons learned were incorporated at every stage to ensure mission continuity.

The AESMP unified siloed ITSM data, giving the Army single-pane-of-glass visibility across operations, robust reporting and analytics, and a foundation for future IT service innovations.

Mission Impact

The Army Enterprise Service Management Platform was delivered on time and under budget, consolidating more than 1.2 million customers onto a single enterprise platform in under 12 months. The new solution eliminated a decade-long challenge of fragmented systems and provided enterprise-wide visibility, analytics, and efficiency gains.

According to the Army: “AESMP was delivered on time and under budget. Our team quietly, purposefully and professionally pulled off what we were told could not be accomplished in a mere 12 months. We moved right into Phase II, optimizing workflows, maturing processes and onboarding additional customers.”

This modernization effort underscores SAIC’s role as a trusted ServiceNow Elite Public Sector Partner. By consolidating systems, reducing costs, and enabling data-driven decision-making, SAIC has helped the Army enhance IT services, optimize resources, and free staff to focus on mission-oriented priorities.