Enterprise Knowledge Search · IT Operations Automation
Lion needed to reduce costs and modernize fragmented HR, IT and risk-support workflows that relied on legacy tools and multiple touchpoints, making routine employee-service tasks slow, complex and harder to manage at scale while protecting frontline operations and customer outcomes.
Reported impact
Lion unified employee services on one platform, expanded self-service, improved routing and knowledge access, reduced support effort and operating costs, lowered cyber risk, and demonstrated early GenAI support automation through NowAssist and virtual agent pilots.
Lion worked with EY to turn ServiceNow into the enterprise orchestration layer for HR, IT and finance, redesigning the hire-to-retire employee journey before automating it. Discovery workshops mapped workflows and converted pain points into user stories, then rapid prototypes were validated with office, retail and manufacturing staff. ServiceNow became the single front door for requests, knowledge and case tracking, while legacy configurations and channels were consolidated into one platform. EY integrated SAP SuccessFactors to supply HR master data and DocuSign for signature workflows, and used discovery tooling to keep the CMDB current. IT support was migrated from Cherwell into ServiceNow IT Service Management, with ServiceNow IT Operations Management added for operational visibility. Knowledge content, taxonomy and routing models were standardized so ServiceNow NowAssist and virtual agent pilots could answer employee questions, route cases and contain support demand under governed KPI and SLA controls.
Employee requests enter a single ServiceNow portal, where standardized taxonomy, knowledge and routing logic direct users to self-help content or the right workflow. HR master data flows in from SAP SuccessFactors, signature steps connect through DocuSign, and IT support cases migrated from Cherwell run through ServiceNow ITSM and ITOM. Structured knowledge then supports NowAssist and virtual agent pilots to answer questions and contain requests.
"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"
"Early NowAssist and virtual agent pilots achieved 25% containment"
"Following the go-live, self-service usage through the portal surged by 200%."
"Lion wanted to modernize its operations to create a leaner, more agile organization while protecting frontline capacity and customer outcomes."
"ServiceNow’s in-built platform orchestration made it possible for it to be the single experience and workflow layer, creating a front door for HR, IT and finance."
"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."
"To drive this transformation, Lion engaged Ernst & Young (EY) professionals to help transform its ServiceNow technology into a scalable, people-centered platform and accelerate AI-enabled automation"
"over 95% of cases across 49 People & Culture services are now managed through a single ServiceNow portal, replacing more than 56 legacy channels."
"reducing resolution time by half and driving 75% faster customer response speed for People Services."
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