Case Study
Herbert smith freehills kramer global Re-Implementation
The Gold Build deployment for Herbert Smith Freehills Kramer (HSFK) was a strategic initiative designed to enhance operational efficiency and modernise business processes through the implementation and optimisation of key ServiceNow modules.
The program combined both greenfield and brownfield delivery approaches, enabling new capabilities to be introduced while uplifting and standardising existing functionality.
Agiro led the end-to-end deployment, delivering a phased and structured rollout across Australia and the UK to ensure seamless integration, minimal disruption, and consistent adoption across the organisation.
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Scope
Greenfield Implementation: Agiro Digital implemented IRM, BCM, and HRSD to establish a unified global framework for risk, resilience, and employee services across Herbert Smith Freehills Kramer (HSFK).
Brownfield Enhancements: We uplifted HSFK’s existing ITSM and ITOM processes, including Major Incident Management, Request Fulfilment, Change, and a modernised Service Catalog aligned to Gold Build standards.
Custom Applications: Agiro rebuilt several critical business applications using best-practice, scalable patterns within the Gold Build architecture, including:
Document Production, Revenue, Security, Design, Digital Technology (eDiscovery), DPIA & MDM, Reprographics
OUR APPROACH
Agiro Digital applied an OOTB-first design philosophy to maximise native ServiceNow capabilities and ensure long-term sustainability across HSFK’s global environment.
Delivery followed a phased rollout — beginning with IRM and BCM, then HRSD, followed by ITSM and ITOM enhancements — allowing the organisation to adopt new capabilities smoothly and consistently across regions.
The platform was strengthened through a CSDM-aligned CMDB Lite model and key integrations with Qualys, Microsoft Intune, and SCCM, providing improved automation, endpoint visibility, and data accuracy across HSFK’s international operations.
VALUE DELIVERED
The transformation delivered a modernised, globally consistent service experience for HSFK. A redesigned Service Catalog, improved Major Incident workflows, and streamlined request processes enabled faster, more predictable service delivery across regions, while AI-driven triage and Now Assist automation significantly reduced resolution times and improved user satisfaction.
Through IRM and BCM, HSFK gained stronger governance, standardised global risk practices, centralised controls, and coordinated continuity planning. HRSD introduced a unified, automated employee service model, improving efficiency and consistency worldwide.
By rebuilding key custom applications and aligning the platform to an OOTB-first Gold Build architecture, HSFK reduced technical debt, strengthened upgradeability, and established a scalable foundation for future automation, AI, and ongoing global expansion.