Customer Success:

Maryland DoIT Does More with Triad Technology Partners

Company size: 200-500
Industry: SLED

Challenge: The Maryland Department of Information Technology (DoIT), serving as the State of Maryland’s central IT organization, has historically faced challenges with project management and has lacked visibility into ServiceNow development activities.

Solution: By turning to Triad, DoIT has now established better long and short-term visions focusing on maximizing value from the ServiceNow platform. Triad has led the effort to adopt the Common Service Data Model (CSDM) and has helped to expand the service catalog and enhance the user experience through improvements to the Self-Service Portal.

Our Story

DoIT’s mission is to provide vital technology solutions that allow the Executive Branch, State Agencies, and Coordinating Offices to provide Marylanders with services that enable them to live and work more safely, efficiently, and productively. DoIT seeks to ensure Maryland is at the forefront of IT standards, supports agencies with IT leadership and procurement, and works towards a more efficient and user-friendly digital experience for Maryland residents.

DoIT utilizes ServiceNow as its central platform to support and manage a wide range of IT and business services, including core ITSM functions such as incident, problem, and change management; inventory management; agile project management; and numerous other enterprise capabilities.

ServiceNow is particularly well-suited to address DoIT because it offers an integrated platform centralizing IT operations, enhancing visibility across various functions, and streamlining service delivery. This solution directly aligns with DoIT’s mission to provide efficient, responsive, and secure technology solutions. The platform’s comprehensive capabilities enable DoIT to gain real-time insights, improve decision making, and proactively respond to evolving service demands.

DoIT’s new self service portal, developed by Triad, provides users with streamlined access to essential resources and services. Through this intuitive interface, users can efficiently browse the Service Catalog, explore informative Knowledge Base articles, and quickly obtain assistance when needed. Additionally, the portal integrates advanced AI-driven search functionality, allowing users to rapidly locate relevant catalog items or knowledge articles by entering specific keywords. This enhancement significantly improves the user experience and reduces the time needed to resolve common issues.

The Challenge:

Before partnering with Triad, DoIT relied heavily on spreadsheets for tracking projects and tasks, resulting in inefficiencies, limited visibility, and greater potential for errors. Additionally, their existing ServiceNow solution featured only a single generic request area, causing requests to be routed inefficiently and often requiring manual intervention, which slowed response times and increased workload.

DoIT’s lack of visibility into ServiceNow’s development activities hindered their ability to prioritize properly. They lacked a clear picture of where to focus resources leading to delayed timelines. Without clear insight, leadership struggled to track projects accurately causing increased operational inefficiencies. These issues ultimately led to suboptimal service delivery, higher operational costs, and a slower response time to critical IT needs.

The Solution:

Triad has played a critical role in modernizing DoIT’s ServiceNow platform. Triad’s proposal of a long-term roadmap outlines DoIT’s broader strategic initiatives and goals. While less detailed, it serves as a flexible guiding framework rather than a rigid plan – designed to adapt as organizational priorities evolve.

The long-term vision aims to further integrate ServiceNow into DoIT’s enterprise operations by enabling robust capabilities in:

Asset Management
Customer Service Management
Portfolio Management

This strategic approach ensures that ServiceNow continues to evolve as a core platform supporting DoIT’s mission to deliver efficient, responsive, and secure IT services across the state.

Triad’s team revamped the Service Portal by replacing hard-coded widgets with dynamic, reusable components, significantly improving flexibility and the user experience.

Triad also led efforts to update and expand the Service Catalog, standardizing processes and developing new catalog items. In collaboration with the inventory management team, Triad has begun transitioning from manual spreadsheet tracking to structured asset management within ServiceNow – establishing standardized processes and leveraging the platform’s native capabilities.

Across multiple areas, Triad has successfully identified opportunities to replace spreadsheet-based workflows with automated, sustainable solutions – demonstrating the value in streamlining operations and increasing efficiency.

The Result:

Triad has been instrumental in helping DoIT standardize and automate processes, significantly improving operational efficiency across the organization. Through the development of dashboards and reporting tools, Triad has provided enhanced visibility and insight into key metrics, enabling data-driven decision-making.

As a result of these efforts, DoIT has steadily expanded the use of ServiceNow across agencies, integrating it into core functions beyond traditional IT service management. Triad has leveraged Service Graph Connectors, Discovery, and other integrations.

These enhancements have yielded measurable improvements, including:

Increased return on investment (ROI) through streamlined workflows
Significant time savings from reduced manual effort
Growth in user adoption and platform utilization across departments

Triad has developed a unique understanding of DoIT’s operational and strategic needs, becoming a trusted advisor in the ongoing evolution of the ServiceNow platform. Our insight and proactive approach have positioned us as a key partner in supporting and advancing DoIT’s goals through tailored, sustainable solutions.

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“The Triad ServiceNow Implementation Team has consistently demonstrated strong expertise and professionalism throughout our engagement. They have been knowledgeable, capable, responsive, and have delivered value to our organization on production support and countless projects. We greatly appreciate their positive impact.”

– DoIT Sr Director of SaaS Platform Operations

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