Harnessing the Power of Best Practices – EDP


As an early and innovative customer of ServiceNow, EDP’s needs went beyond the initially available out-of-the-box functionality. They, therefore, began to customize their platform to better adapt it to their business requirements. As time went on and ServiceNow began to release the required functionality, EDP started to look at phasing out their old customizations. Having established this as an ongoing goal, EDP decided it needed a way that
would make it easier to identify changes to the out-of-the-box functionality. They also needed to determine which areas no longer adhered to best practices so that they could streamline their platform, ensuring the continued delivery of cutting-edge solutions to their users. This meant that a way of measuring their platform’s technical debt and effecting best practice management was vital. As was a way to evaluate the effort that would need to be invested to improve their platform. Due to the difficult and time-consuming nature of these tasks, it was decided that an automated tool would be needed to automatically and continuously assess the platform. Quality Clouds was selected due to its superior usability and results.


As anticipated, Quality Clouds immediately provided a simple and clear indicator of EDP’s ServiceNow implementation health. This was achieved through scanning their platform and viewing the results in the Quality Clouds portal. This has meant that EDP can now identify the areas which require the most reworking with ease. It also produces solid evidence to support and justify enhancement projects to management. Best practice adoption has also been driven through consistently validating against them throughout the development lifecycle with Quality Clouds. Using the tools has led to an increasing familiarity with ServiceNow design principles among the team, who now deliver an even higher quality level of the platform with lower levels of technical debt. This has been adopted as an organic part of development processes. One crucial place EDP has used Quality Clouds to alter and improve their development process is in validating their update sets. This has meant potential issues are caught and prevented much earlier, saving considerable time down the line.


Quality Clouds has empowered EDP to make architectural decisions with an enhanced and incisive understanding of best practices, contributing to a
healthier platform. In 2019 EDP cut their technical debt by a considerable 74% and continue to improve their platform. Their signature innovation continues to drive the team forward to deliver the highest quality experience to their users.

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