A leading global agricultural technology company, dedicated to supporting farmers worldwide with advanced crop protection, seed and sustainable farming solutions, operates in a fast-paced industry where technology is central to innovation and continuity. Their IT organization supports multiple enterprise platforms essential for teams and business stakeholders across global markets.

As business demand accelerated, limited intake processes and a lack of unified effort tracking put pressure on teams. Prioritizing work, measuring productivity and ensuring consistent delivery quickly became major challenges.

To close these gaps, the organization partnered with HCLTech. Together, we set out to build a structured, Agile-enabled ServiceNow framework — one that would streamline intake, boost transparency and make faster, more reliable enhancements a reality.

The client’s digital ecosystem was evolving rapidly. Yet, process silos and inconsistent ways of working created real-world roadblocks — slowing down progress and limiting clarity for teams on the ground.

Key challenges surfaced:

Collectively, these issues signaled a clear need for a scalable, standardized and highly transparent operating model — one fit for current and future business demands.

The goal was clear: transform the ServiceNow ecosystem into a structured, Agile platform that would unlock greater visibility and consistent, efficient delivery.

Key objectives included:

HCLTech led a transformation program to overhaul request management and development tracking — embedding structure, automation and Agile best practices throughout the ServiceNow ecosystem.

Standardized request intake framework

We rolled out nine structured request forms, each tailored to business needs across Biologicals, Non-eSpree and Dynamics 365. Every form incorporated built-in validations and structured fields, supporting both PO and non-PO requests. Automating routing ensured each request reached the right team or approver, with no ambiguity.

The result? Consistent, accelerated request handling organization-wide.

Agile enablement within ServiceNow

Agile workflows became the foundation for enhanced speed and transparency. Enhancement requests were restructured as clear Agile constructs — epics, features and user stories — moving away from chaos toward visibility and focus.

Agile ceremonies, such as sprint planning, daily stand-ups and ongoing reviews, brought teams together, kept delivery on track and heightened accountability.

Integrated effort tracking and performance visibility

We enhanced effort visibility by aligning work tracking more closely with Agile workflows in ServiceNow, enabling teams to log hours against specific tasks and stories with greater clarity and consistency.

Custom dashboards and real-time reporting delivered a single, trusted source of truth for:

This clarity empowered leaders to make faster, more informed decisions.

Agile governance and delivery optimization

To institutionalize change, HCLTech established Agile governance supported by automated dashboards and performance monitoring tools.

Stakeholders could quickly monitor sprint performance, enhancement progress and delivery health — always aligned with key business priorities and timelines.

This new Agile operating model gave the organization a solid, scalable foundation for all future transformation initiatives.

This transformation produced real, measurable gains — and positioned the organization to handle rising IT demand with new confidence.

Structured and efficient request management

Enhanced transparency and operational visibility

Faster, more predictable delivery through Agile transformation

This transformation demonstrates the organization’s drive to strengthen agility and efficiency, even in the face of rapid change. By combining the client’s strategic vision with HCLTech’s proven ServiceNow and Agile expertise, we ensured a new standard of IT operating excellence.

Together, our teams laid the groundwork for future success — resolving persistent inefficiencies, instilling transparency and enabling the organization to scale digital capabilities with lasting confidence, clarity and predictability.