Use Case Intelligence RSS Search use cases Search
ServiceNow Consumer Goods Australia, New Zealand, and United States Company newsroom

Lion

Customer Service Automation · Enterprise Knowledge Search

Lion needed to cut costs and improve resilience while replacing fragmented HR and IT support journeys spread across legacy tools, multiple touchpoints and applications, which created workflow friction, weak visibility and inefficient employee service delivery.

Read the original story Explore all use cases
75% faster customer response speed
85% satisfaction rate employees express towards People Services
Early NowAssist and virtual agent pilots achieved 25% containment
In the first seven months, Lion’s employees accessed IT and HR knowledge over 14,000 times

Reported impact

Business outcome

Lion unified employee service delivery on one portal, increased self-service adoption, improved support speed and task success, reduced cyber risk and operating costs, and established a governed foundation for phased generative AI support automation.

  • Cost Reduction
  • Productivity Improvement
  • Risk Reduction

Solution

Lion worked with EY to make ServiceNow the single orchestration and experience layer for HR, IT and finance, redesigning hire-to-retire journeys before automating them. Discovery workshops mapped employee pain points and future-state user stories, then EY validated wireframes with office, retail and manufacturing staff. ServiceNow consolidated knowledge, service catalog and workflow assets into one portal, while SAP SuccessFactors supplied HR master data and DocuSign handled signature steps. Lion also used discovery tooling to keep the CMDB current and migrated support from Cherwell into ServiceNow IT Service Management (ITSM), adding IT Operations Management (ITOM) workstreams aligned to operational processes. Structured knowledge and governance frameworks were built to support ServiceNow NowAssist and virtual agent pilots, with phased rollout controlled by usability KPIs and SLAs.

Data flow

HR master data from SAP SuccessFactors, employee requests through the ServiceNow portal, signature events from DocuSign and asset data from discovery tooling feed Lion’s ServiceNow workflows and CMDB. ServiceNow routes cases, serves knowledge and orchestrates HR, IT and finance processes, while NowAssist and virtual agent pilots use the structured knowledge base to resolve or contain support interactions before escalation.

Solution architecture

6 components · 3 layers
  1. Ingest
    • SAP SuccessFactors Provides HR master data that feeds employee workflows on the platform.
    • DocuSign Handles signature steps within employee and HR processes connected to ServiceNow.
  2. Serving
    • ServiceNow IT Service Management (ITSM) Runs redesigned service catalogs, case routing and IT support workflows migrated from Cherwell.
    • NowAssist Provides the generative AI assistant capability piloted to contain support interactions and speed resolution.
  3. Orchestration
    • ServiceNow Serves as the single employee experience and workflow layer across HR, IT and finance.
    • IT Operations Management (ITOM) Supports operational workstreams aligned to Lion’s technology and operational processes.

Architecture clues

  • AI capabilities were governed and validated against usability KPIs and SLAs before broader release.
  • Discovery tooling automatically maintained CMDB coverage.
  • Rollout followed a managed services model for continuous improvement across ITSM, ITOM, HR and risk functions.
  • ServiceNow was stabilized with a consistent, CSDM-aligned taxonomy across HR and IT.
  • Single ServiceNow portal replaced more than 56 legacy channels.

Evidence from the source

"A robust, integrated risk management environment also lowered active cyber risks by 60%."
"EY teams also integrated SAP SuccessFactors for HR master data, DocuSign for signatures and discovery tooling to automatically maintain the CMDB."
"EY teams developed the frameworks and models required to support ServiceNow’s generative AI (GenAI) assistant, NowAssist and other virtual agent pilots in future phased releases."
"EY teams focused on enhancing the end-to-end employee experience and consolidating ServiceNow as the enterprise orchestration layer for HR, IT and finance."
"Early NowAssist and virtual agent pilots achieved 25% containment."
"Lion’s automated workflows, accelerated adoption, and easily accessible knowledge have also translated into performance quality, reducing resolution time by half and driving 75% faster customer response speed for People Services."
"The HR journey, from recruitment and onboarding to career development and retirement, relied on legacy tools and underutilized technology."
"The IT transformation encompassed migrating support functions from Cherwell into ServiceNow IT Service Management (ITSM)."
"The benefits of these combined effects, along with increased case automation and minimal handling time, led to a roughly 30% improvement in operating costs across the company’s People function."
"over 95% of cases across 49 People & Culture services are now managed through a single ServiceNow portal, replacing more than 56 legacy channels."
Transparency Evidence & methodology 95/100 reference value · 94% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value95/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    9 metrics describe measurable impact.
  • Deployment scale5/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence94%
  • Source authority25/25
    The deployment is described by the adopting organization or a government source.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    10 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Lion

    Lion customer story

    First-party
    https://www.ey.com/en_gl/alliances/lion-shapes-employee-journeys-for-ai-future
    Source type
    Customer-published story
    Published
    May 14, 2024
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

Related

Similar use cases

See all like this
ServiceNow Modified · Jul 30, 2026 CANCOM Commercial and Professional Services Germany CANCOM had siloed data across ERP, CRM, SharePoint, and other systems, which made it hard to streamline services, reuse enterprise knowledge, and give employees or customers consistent support. 1 Unified platform supporting all internal services Customer Service AutomationEnterprise Knowledge Search Now Assist · ServiceNow AI Platform · ServiceNow portal ServiceNow Modified · Jul 30, 2026 CBC Tech Telecommunications China CBC Tech's service assurance operation was spread across siloed systems for incidents, knowledge, inventory, and customer data, making it hard to deliver consistent omnichannel support or give staff and leaders… 100% of customers supported by ServiceNow Customer Service AutomationEnterprise Knowledge Search Knowledge base · Service Bridge · Telecommunications Service Management ServiceNow Modified · Jul 30, 2026 LAB3 Pty Ltd Commercial and Professional Services Melbourne, Australia LAB3 needed to modernize service management so support engineers were not spending a week chasing follow-ups, validating request items manually, and answering routine queries instead of delivering higher-value customer… 100x increase in usage via the service portal Customer Service AutomationEnterprise Knowledge Search AI Search · Agent Workspace · Creator