Case Study
Automated cloud account management and governance streamlines workflows, optimizes cloud resource management, and accelerates provisioning across AWS and Azure environments
OUR CLIENT
A global leader in information, software, and services, the client supports healthcare, finance, legal, and compliance sector professionals. Operating in 180 countries with around 21,000 employees, they deliver expert solutions that combine deep domain knowledge and advanced technology to enhance decision-making, boost productivity, and improve outcomes.
THE CHALLENGE
Manual cloud account management led to delays, security risks, and inefficient resource utilization
The client’s reliance on manual processes for managing cloud accounts and virtual servers led to inefficiencies, errors, and delays. The request-based system through ServiceNow forms required multiple approvals and manual interventions, causing slow cloud provisioning and de-provisioning. As a result, servers would often remain idle and incur unnecessary costs, while unauthorized users sometimes retained access, posing security risks. The lack of automation made tracking cloud resources difficult, negatively impacting cloud governance and compliance. These issues hindered resource optimization and productivity, leaving the IT team overwhelmed with repetitive tasks and unable to focus on more strategic priorities.
THE TRANSFORMATION
Automated processes improved provisioning speed, governance, and resource optimization
With ServiceNow API automations, the client now benefits from real-time, accurate communication between systems, enabling faster provisioning and minimizing delays caused by manual interventions. The fully automated cloud account management solution streamlines workflows, optimizes cloud resource management, and accelerates provisioning across AWS and Azure environments. Integrating ServiceNow with the Cloud Console enables seamless data exchange, improving speed and accuracy in managing cloud resources. This integration further enhances workflow efficiency, eliminating delays caused by manual processes.
The solution introduced workflow automation to handle approvals, routing them to the right teams based on organizational data and structure, improving provisioning speed and accuracy. A reconfigured Service Catalog in ServiceNow auto-populated account details, reducing data entry errors and speeding up the request process. Full automation was implemented for new account creation, while manual oversight was retained for sensitive actions, ensuring compliance and security.
UST standardized cloud governance, providing clear visibility into the lifecycle of cloud account requests and ensuring accountability across teams. These enhancements laid a scalable foundation for future services, enabling faster provisioning, reducing errors, and improving transparency. The solution adhered to ITIL process improvement standards, supporting cloud security, optimizing resource allocation, and allowing the client to focus on strategic priorities.
THE IMPACT
Accelerating cloud provisioning with automation and seamless integrations
The cloud account management automation optimized workflows and helped the client achieve critical outcomes, including:
- Reduced fulfillment times by over 90% with seamless AWS/Azure integration and service API automation—streamlining the account creation process and minimizing delays
- Increased user adoption for automated cloud account creation requests by over 70%—demonstrating enhanced user confidence and satisfaction
- Enhanced audit compliance and cloud security with precise approval routing and transparent records—ensuring accountability and regulatory adherence
- Eliminated manual data handling with IBM Integration Bus (IIB) and service APIs—facilitating real-time, accurate data exchange and reducing human errors
- Freed up IT resources for strategic initiatives—reducing the administrative burden and enabling focus on higher-value tasks
Accelerate cloud provisioning and enhance governance by automating cloud account creation with ServiceNow. Learn more about our cloud automation solutions here.
RESOURCES
https://www.ust.com/en/what-we-do/digital-transformation/automation