ReliaSource
Accelerated Implementation of ServiceNow

Guiding organizations through digital transformation is what ReliaSource does best. Finding the right solution and partner to navigate the hurdles of cultural and business challenges associated with introducing new technologies and services is a critical step in that process. Founded in 2002, ReliaSource has been helping federal agencies and Fortune 1000 companies solve complex problems by leveraging innovative technology solutions.

Will Coffey, ReliaSource’s Chief Technology Officer, leads the company’s cloud practice, and has ServiceNow as one of the cornerstones of their cloud services offerings. As a technology veteran with over 20 years’ experience, he has facilitated a rapid expansion of ReliaSource’s ability to deliver across the ServiceNow platform, and the adoption of ServiceNow as a solution for both internal and client-facing innovation. Will has built a practice that implements a full suite of cloud solutions across a wide variety of domains, with a core focus on ServiceNow’s Security Operations offerings, robust IT Operations & Business Management suites, and the implementation of industry-proven IT Service Management capabilities.

In an interview with CIO Applications, Will explained how their approach to client engagement and solution delivery on the ServiceNow platform enables ReliaSource to quickly deliver value to its clients.

Company Overview.

ReliaSource is a minority women-owned, HUBZone small business headquartered in Baltimore, Maryland. ReliaSource’s focus is on providing business process and management consulting, advanced IT solutions, infrastructure deployment, and full-lifecycle asset management services to both Federal and commercial clients. ReliaSource’s motto: flexible, agile, and responsive, was adopted based on client comments to their delivery approach, is what sets them apart.

How ReliaSource is solving the challenges in the industry.

With more and more commercial organizations adopting a cloud footprint, and federal agencies emphasizing its cloud first and cloud smart strategies, ReliaSource is embracing this shift by helping clients harness the benefits and power of cloud-based platforms. There are traditionally three primary obstacles that limit the rapid adoption of cloud technology: time, cost and security. With the adoption of the ServiceNow platform, clients are able to successfully address all of these challenges. ReliaSource has deployed an instance of ServiceNow within hours, configured and deployed an application with days, and provided a suite of capabilities within mere weeks. By deploying with velocity, clients are able to receive the value almost immediately, and benefit from an increased ROI. With ServiceNow being delivered as a cloud-based Platform as a Service (PaaS), it comes fully managed. Organizations no longer have to maintain on-premise infrastructure for the applications, all of the platform and security patching are managed by ServiceNow, full redundancy and backups, and 24x7 platform support. This reduces the time a workforce spends on operations and maintenance of systems and allows them to focus on supporting their internal and external customers.

For Federal agencies, or business that support the federal government, ServiceNow has FedRAMP authorized data centers that fit the rigorous compliance framework, security controls, and governance models that define government cloud systems.

With these capabilities as the foundation, ReliaSource is empowering their clients with process automation and efficiency, data visibility, and the agility to continually scale and improve their services and capabilities.

Could you describe your partnership with ServiceNow and your service portfolio?

We work very closely with ServiceNow to ensure that we provide the most value to every client. Our close partnership with ServiceNow has been a big part of our success as a partner and provider. Working together, we’ve been able to help clients realize the full value of the ServiceNow platform and ensure that every client has multiple layers of support. This is one of the key differentiators for ReliaSource. We work incredibly hard to be good partners to both our clients, and strategic technology partners.

I believe that every ServiceNow partner should be an expert in IT Service Management (ITSM). It’s the foundation that the platform is built on and leverages an industry-standard approach. ReliaSource fundamentally supports ITSM. However, on a broader scale, we have core expertise in areas of the platform that align with ITSM and create a holistic capability for organizations to leverage. This starts with our focus on Security Operations (SecOps) to support security incident response, vulnerability management, and threat intelligence. While Information Technology and Information Security are tightly coupled in most organizations, they should be treated as separate processes. With our background in both ITSM and SecOps, we are uniquely positioned to help our clients bridge the gap between IT and Security.

We also provide innovative IT Operations Management (ITOM) solutions for holistic cloud management that couples with hybrid cloud environments, and IT Business Management (ITBM) for ideation, demand, project, financial, and resource management that support business needs across any organization.

What makes ReliaSource unique in the market?

One word: Agility. ReliaSource’s Accelerated Implementation Methodology (AIM) provides immediate outputs for workflows and documentation based on client inputs. By leveraging native ServiceNow capabilities, we can deliver a capability within weeks, instead of months.

Another core strength is our client delivery. Despite being a small business, we bring the same consultative engagement, enablement, and delivery capability as any of our larger counterparts, at a significantly lower cost. We have an incredibly talented cloud team, with broad experience across the business and technology spectrum. This level of talent allows us to engage on any project, with any client.

Could you cite a company success story to substantiate your offerings?

Recently, a large federal agency approached us with the challenge of implementing a full-lifecycle IT asset management process. The existing process was manually intensive, and time consuming. ReliaSource re-imagined the process, implement business process automation with ServiceNow, and created operational efficiencies that provide a 75 percent workforce optimization, along with a 56 percent reduction in cost.

Will, how does the future look like for ReliaSource?

The ReliaSource cloud practice is growing significantly, and ServiceNow is a big part of that for us. We are positioned to experience exponential growth over the next two to three years as we continue expanding our strategic technology partnerships to include industry-leading technology solutions that complement our technology vision and grow our business relationships with world-class business partners. We’re at the forefront of innovative cloud technology solutions for our clients in every arena, and ServiceNow will continue to be an important part of that growth.