Automating IT Workflows for a Large Field Services Enterprise
A Hydrovac excavation leader operating 1,500+ trucks and 130+ locations relied on manual IT tasks and disconnected systems. CES integrated ServiceNow with Microsoft System Center Orchestrator (SCORCH) to automate incident handling, onboarding/offboarding, and data synchronization – reducing manual effort and improving operational visibility across their enterprise.
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The Challenge
Manual IT Workflows
No ServiceNow–SCORCH Integration
the client
Hydrovac Excavation / Non-Destructive Excavation
Technology Stack
- ServiceNow ITSM
- Microsoft System Center Orchestrator
- REST APIs
- Custom Scripting
Solution Area
- ServiceNow Workflow Automation
the impact
65%
Reduction in Manual Tasks
30%
Faster Incident Resolution
Streamlined Onboarding & Offboarding
Better Data Accuracy
The shift was automation-led. The result?
Faster, dependable IT workflows.
The Need
The client depended heavily on IT processes that required repeated manual effort. Lack of integration between ServiceNow and SCORCH caused delays, created data silos, and left teams with limited visibility into hardware, software, and workflow health. They needed a tightly integrated automation framework to reduce manual tasks, accelerate incident resolution, and streamline employee lifecycle processes.
Challenges
- Manual Effort: Routine incident handling and IT tasks required frequent manual intervention.
- Inefficiencies from Repetitive Processes: Redundant steps slowed teams and introduced avoidable delays.
- Disconnected Data & Visibility Gaps: Hardware/software inventory wasn’t synchronized between SCORCH and ServiceNow.
- Lack of Automation Between Key Platforms: No real-time integration existed between ServiceNow and Microsoft System Center Orchestrator (SCORCH).
CES delivered a ServiceNow–SCORCH integration framework that automated incident creation, coordinated employee lifecycle tasks, and synchronized hardware/software data for greater accuracy.
- Automated Incident Management: SCORCH runbook failures automatically triggered incidents in ServiceNow. Error details and diagnostic information were captured for faster troubleshooting.
- Real-Time Data Synchronization: Hardware and software inventory from SCORCH synchronized into ServiceNow via REST APIs. Data was stored in a custom table to maintain alignment and accuracy.
- Onboarding Automation: API-driven onboarding tailored to employee type. Full-time employees: hardware + software provisioning with dynamic task creation. Contingent workers: software-only access with role-based provisioning steps.
- Offboarding Automation: Catalog-driven offboarding workflows revoked access and deactivated accounts. Full-time and contingent workflows were handled differently to maintain compliance.
- Error Handling & Secure Authentication: Built-in logging for SCORCH and ServiceNow pipeline errors. Secure API authentication ensured safe data transfers between systems.
- 65% Reduction in Manual Tasks: Automation dramatically lowered administrative workload and human error.
- 30% Faster Incident Resolution: Auto-created incidents enabled immediate visibility and faster action.
- Streamlined Onboarding & Offboarding: Employees experienced smoother transitions with predictable provisioning flows.
- Accurate Data for IT Operations: Real-time synchronization ensured up-to-date hardware/software records.
- Enhanced Security: Automated provisioning and deprovisioning reduced access-related risks.
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