Resource Type: Case Study

Modernizing strategic portfolio management and financial alignment at a national-scale financial services institution 

Posted on March 11, 2026 by -

When funding outpaces visibility 

As the organization moved away from traditional project-based funding toward capacity-based planning and block funding, it lacked portfolio and financial systems that could support enterprise-wide visibility, strategic cost alignment, global capacity management, or execution traceability. 

Block funding assigns defined budget pools to capabilities or divisions. This shift is essential to realizing the full value of strategic portfolio management across the enterprise. 

The consequences were structural: 

  • Limited executive visibility into capital allocation 
  • Slower prioritization and decision-making 
  • Manual reporting and data analysis 
  • Disconnected planning and execution data 
  • Limited total cost of ownership (TCO) visibility 

Finance, PMO, and technology teams were operating without a shared system of record. Strategy, funding, and delivery lacked consistent alignment. Executives lacked the transparency to weigh internal investments against outcomes. 

Choosing a partner who could connect the enterprise 

After supporting the client with organizational change management and Agile coaching, Cprime joined a broader operating model and portfolio modernization discussion. 

Following a structured evaluation of Strategic Portfolio Management (SPM) SaaS tools, Targetprocess and Jira Align, Cprime was selected for its architectural expertise, its ability to build a cross-functional business case, and its executive partnership approach. 

The engagement focused on aligning Finance, PMO, and technology teams around shared decision flow and value visibility across the enterprise. Cprime’s discovery framework connected the client’s operating model to the practices and systems that support key business functions. This approach aligned stakeholders across the organization and laid the foundation for the collaborative implementation that defined the program’s success. 

Designing an integrated portfolio and financial backbone 

Cprime implemented a connected modernization program that included: 

  • Enterprise-wide implementation of Targetprocess for 6,000+ users 
  • Migration from Jira Data Center to Jira Cloud 
  • Bidirectional integration between Anaplan and Targetprocess 
  • An AWS-mediated integration layer 
  • Retirement of legacy initiative tracking tools 
  • An enterprise operating model blueprint defining total cost of ownership and the business processes required to support it 

Cprime partnered closely with FP&A, PMO leadership, CIO sponsors, enterprise architecture, and change management teams. Rapid executive decision-making and incremental delivery shortened time to value. Close coordination with change management teams ensured business units were informed, prepared, and ready to engage with the new platform. 

Executive sponsorship across Finance, CIO, PMO, and CEO leadership ensured alignment, sustained momentum, and clear accountability for adoption. 

Enterprise-wide transparency, now connected to strategy 

After the rollout of Team Management and a pilot group implementation in September 2025, the enterprise-wide program went live in early December 2025 and progressed in two stages. Quantified financial, reporting, and productivity improvements will be assessed after the first full quarter of operations. 

  • Clear visibility into resource capacity, allocation, and priorities 
  • Clear linkage from strategy and OKRs to initiatives, visible to all stakeholders 
  • Standardized processes at the business unit level 
  • Real-time capacity planning already resulting in resource reallocation to higher-priority initiatives 

Additional qualitative gains include centralized reporting, faster prioritization, task automation, integrated data across Anaplan, Targetprocess, and Jira, and a stronger foundation for expanding enterprise business management. 

Homegrown tracking was replaced with an enterprise portfolio management platform. Siloed Jira execution moved into Jira Cloud and integrated with portfolio management. Financial planning in Anaplan now connects directly to portfolio governance and project portfolio management. 

What began as a pilot for six business blocks expanded to approximately 47–49 business blocks enterprise-wide. 

A scalable foundation for enterprise business management and AI readiness 

Beyond implementation, the engagement established a scalable enterprise architecture supporting long-term financial and operational modernization. 

The organization now has the structural capability to: 

  • Improve confidence in capital allocation 
  • Connect investment decisions to execution traceability 
  • Standardize planning and prioritization 
  • Expand enterprise business management over time 

As an additional benefit, the organization now has the enterprise architecture and formalized business process documentation necessary to scale AI agents and AI-assisted automation into its workflows. 

A follow-on session will validate early quantitative outcomes and formalize ROI measurement. Strategy, funding, and execution now operate on shared data, shared visibility, and shared accountability. 

Ready to connect strategy, funding, and execution? 

If your organization is evolving funding models, scaling digital or AI investments, or struggling with fragmented portfolio visibility, the constraint may be the system that links strategy, investment, and execution.

Cprime designs and deploys enterprise programs that align finance, portfolio governance, and delivery through a connected operating model that supports transparency and sustained value realization.

Start the conversation to explore what enterprise clarity could look like in your organization.

 

Behavioral health leader accelerates IT service delivery with a modern ServiceNow ITSM foundation 

Posted on March 6, 2026 by -

When legacy ITSM limits growth and visibility 

This U.S.-based behavioral health and foster care leader, a 5,000-employee healthcare organization, had relied on BMC Footprints ITSM for more than eight years. Over time, the platform constrained automation, scalability, and user experience. Manual ticketing processes and siloed systems slowed service delivery and limited actionable insights. 

Critical incidents often required up to 72 hours to resolve. The absence of a service catalog and self-service portal drove employees to depend on email and phone-based support. High mean time to resolution (MTTR) affected workforce productivity, increased compliance exposure, and weakened satisfaction with IT services. 

Leadership recognized that modern healthcare operations require responsive, analytics-driven IT services that scale across distributed teams. The organization sought a platform and partner capable of delivering that shift quickly and sustainably. 

Building a scalable ITSM engine on ServiceNow 

They selected INRY, a Cprime company, for its deep ITSM transformation expertise, ITIL-aligned implementation approach, and proven ability to deliver scalable ServiceNow solutions. Industry referrals and prior successful engagements reinforced confidence in the partnership. 

The engagement introduced the ServiceNow ITSM platform with Incident, Problem, Change, and Request Management modules. The team implemented an integrated CMDB, automation workflows, analytics dashboards, and Employee Center to enable self-service. 

Delivery extended beyond configuration. The program included consulting, solution design, integrations, user acceptance testing support, and comprehensive training, including train-the-trainer sessions to drive sustained adoption. 

Close collaboration with the client’s CIO, IT Service Desk Manager, and Change Management Lead ensured strong stakeholder alignment. Joint workshops and phased implementation milestones created momentum while maintaining operational continuity. The team leveraged ServiceNow out-of-the-box capabilities to accelerate deployment and reduce unnecessary customization. 

From reactive support to measurable performance gains 

The results demonstrate the impact of a modern, workflow-driven ITSM model: 

  • MTTR reduced by 35%, exceeding the 30% target. 
  • Operational costs reduced by 20% through automation. 
  • Self-service adoption increased by 50%. 

Time to resolution for critical incidents dropped from 72 hours to 24 hours. Teams collaborate more effectively across functions, supported by shared visibility into incidents, changes, and configuration data. 

Beyond the metrics, the client advanced toward a proactive service management culture. Analytics dashboards provide leadership with clearer insight into performance trends. Standardized workflows create consistency across locations, supporting compliance and operational resilience. 

Creating a foundation for future-ready service operations 

The new ServiceNow foundation positions this growing healthcare leader to expand automation and intelligence across the IT landscape. The roadmap includes AI-driven predictive analytics and expanded automation for change approvals and asset lifecycle management. 

By establishing a scalable, analytics-enabled ITSM backbone, the organization strengthened service reliability while enabling future innovation. They now operate with a platform designed to evolve alongside its growth across 16 states. 

Ready to modernize your IT service experience? 

Organizations that modernize ITSM unlock measurable gains in speed, cost efficiency, and user satisfaction. If your IT service operations face similar constraints, a structured, stakeholder-aligned ServiceNow transformation can deliver comparable impact. 

Connect with our team to explore how your organization can accelerate service performance and build a foundation for long-term value. 

Explore our flexible ServiceNow ITSM solutions

Bringing clarity and control to Atlassian at enterprise scale 

Posted on January 14, 2026 by -

When an organization supports mission-critical location intelligence for global automotive brands, execution clarity is foundational.

For this enterprise technology company, that clarity became harder to sustain as teams scaled. Over time, Jira and Confluence were adopted independently across the organization. Environments multiplied to meet local needs. Administration, workflows, and add-ons evolved in parallel.

What worked for individual teams no longer worked at enterprise scale.

Leadership struggled to see how work connected across initiatives. Costs increased without clear ownership. Teams unknowingly duplicated effort in disconnected systems. Flexibility slowly introduced friction.

The organization needed a way to reconnect work, governance, and accountability without disrupting delivery.

The challenge: fragmentation at scale

At the start of the engagement, the company supported more than 10,000 users across seven Jira environments and two Confluence instances. Each environment had its own administrators, workflows, and add-ons. Teams often worked on related initiatives in parallel with little visibility across boundaries.

Several issues converged:

  • Rising infrastructure and operating costs
    On-premises data centers required ongoing maintenance and investment. Add-ons were purchased locally, sometimes duplicating tools already in use elsewhere.
  • Inconsistent ways of working
    Workflows, reporting, and governance varied by environment. Standardization proved difficult without shared visibility.
  • Limited executive insight
    Leaders could not easily see where major investments were going or how initiatives were progressing across teams.
  • Operational friction
    IT service management lived outside the Atlassian environment, splitting execution and support across platforms.

The organization knew a move to Atlassian Cloud was coming. It also knew that a rushed, top-down migration would create adoption risk and delivery disruption.

The approach: migration designed for adoption

Cprime partnered with the organization on a two-year, phased transformation designed around how teams actually work. The focus stayed on adoption, governance, and continuity rather than speed alone.

Several principles guided the program.

Teams retained agency.
Rather than enforcing a single migration path, each project owner selected the approach that fit their context. Some moved to clean, greenfield environments. Others transitioned in phases or retained elements of legacy structure temporarily. Timing followed delivery realities rather than a fixed mandate.

Change moved middle-up.
Teams closest to the work helped define standards and practices. That involvement increased trust and reduced resistance while creating patterns that could scale.

Governance evolved alongside execution.
Financial accountability shifted closer to teams. Add-on budgets moved from shared overhead to visible ownership. Decisions became clearer once cost and value were visible together.

Platforms consolidated with intent.
Seven Jira environments were consolidated into three optimized instances designed for production, archival needs, and specialized use cases. Confluence remained separated for internal and external collaboration to support secure work with external partners. IT service management moved into Jira Service Management, bringing support into the same flow as delivery work.

Analytics replaced custom reporting.
Instead of maintaining bespoke dashboards, the organization adopted Atlassian Analytics to establish consistent, scalable insight into throughput, capacity, and investment.

Enablement remained central throughout. Each migration phase included coaching, workflow design support, and adoption reinforcement. Progress followed learning rather than a single cutover event.

The results: from disconnected tools to enterprise clarity

By the end of the program, the organization had fundamentally changed how work and decisions connected across the enterprise.

  • Operating costs declined.
    Shutting down on-premises data centers removed recurring infrastructure expense, reducing tool-related overhead by 40%. Duplicate licenses and overlapping add-ons were eliminated through visibility and standardization.
  • Governance became consistent without slowing teams.
    Three Jira environments now support more than 10,000 users under shared templates and policies. Teams still adapt locally within a common enterprise frame.
  • Visibility improved at every level.
    Leaders can see how major investments translate into work and outcomes. Teams can understand dependencies and reduce duplicate effort.
  • IT operations aligned with delivery.
    Moving IT service management into Jira Service Management unified support, IT, and business operations inside a single system of record.
  • The foundation is ready for what comes next.
    With clean data, connected workflows, and consistent governance in place, the organization is positioned to adopt AI capabilities inside Atlassian with confidence.

The most meaningful change was not the tooling. Decision flow improved. Accountability became clearer. Teams gained a shared view of work across the enterprise.

Why this approach worked

The organization treated migration as an operating model change rather than a technical exercise.

By designing for adoption from the start, it avoided common enterprise migration pitfalls, including stalled usage, shadow systems, and short-lived gains. The program respected how teams work while giving leadership the visibility required to steer at scale.

The result is continuity. Progress did not reset at go-live. Value continues to compound as teams build on a shared foundation.

What this means for your organization

Many enterprises face similar pressure as Atlassian Data Center timelines approach. The risk lies less in the move to Cloud and more in how the move is handled.

Migration succeeds when governance, execution, and adoption evolve together. It stalls when speed replaces learning and standardization replaces trust.

If your organization is navigating Atlassian Cloud migration, optimization, or post-migration value realization, the same principles apply. With the right structure and enablement, Cloud becomes a source of clarity and scale rather than another layer of complexity.

Could this be you?

If you want to bring the same clarity, accountability, and momentum to your Atlassian environment, we’re ready to help you design what comes next.

How ServiceNow HRSD Helped California DMV Reimagine Workforce Efficiency 

Posted on January 7, 2026 by -

Modernizing the backbone of California’s workforce 

The California DMV’s Field Operations Division manages one of the largest public-facing workforces in the state. Yet until recently, HR teams and field office managers relied on spreadsheets and emails to track staff movements, vacancies, and reassignments across 150+ locations. Without real-time data, workloads were often unbalanced, vacancies lingered, and citizen wait times climbed. 

As part of the agency’s broader modernization initiative—Improving Field Office Address to Public (IFOAP)—DMV leaders set out to transform how the department managed its most valuable resource: its people. 

“Before we began this project, it was difficult to know who was available, where gaps existed, or how quickly we could fill them. Every staffing decision required manual coordination that slowed everything down.” — Field Operations Division Lead, California DMV 

Turning complexity into intelligent flow 

DMV selected INRY, a Cprime company, to design and deliver a position control solution on ServiceNow HR Service Delivery (HRSD). The engagement unified HR, IT, and Field Operations around a single platform for managing positions, approvals, and staffing actions in real time. 

Key capabilities included: 

  • Automated Position Control: Digitized creation, update, and movement of staff positions. 
  • Request for Position Action (RPA): Streamlined approval chains and document handling. 
  • Employee Center + Knowledge Management: Provided a unified employee self-service portal. 
  • Integrations: Connected ServiceNow with Oracle, Active Directory, SCO systems, and DMV’s in-house Org Chart Tool. 
  • Dashboards and Analytics: Delivered live visibility into vacancies, workloads, and workforce allocation trends. 

Each sprint applied INRY’s PASS (Process Area Specific Sprints) methodology, combining agile delivery speed with the governance structure required in state government programs. The result was a rapid, transparent implementation that kept stakeholders aligned and value visible at every stage. 

“We designed the system not just to automate tasks, but to orchestrate a living network of data and decisions. “The DMV team embraced that mindset quickly as we moved from pilot to statewide adoption in record time.” — Anuj Raparthi, Engagement Manager at INRY 

Guided evolution: from pilot to statewide transformation 

The project unfolded as a true partnership between DMV’s HR, IT, and Field Operations teams and INRY’s delivery experts. 

  • December 2024 – May 2025: Technical go-live achieved in just six months. 
  • June – October 2025: All 10 divisions onboarded; adoption scaled statewide. 
  • December 2025: Phase II enhancements completed, introducing offboarding workflows, reorganization capabilities, and form automation (STD 607/625). 

Organizational change management played a defining role. INRY’s CloudCover team delivered hands-on training, hosted “Open House” sessions across all eight regions, and supported communication planning to ensure user confidence. 

“Public sector transformation demands patience and precision. Our goal was to build trust first, showing results with each sprint so adoption could happen naturally, not forcefully.” — Scott Carney, Sales Director at INRY. 

ServiceNow HRSD as a system of record and intelligence 

The modernized system replaced fragmented workflows with one connected environment that manages over 9,600 position records and 11,000 HR profiles, encompassing more than 1.2 million data elements. 

Every function—from hiring to offboarding—is now informed by the same source of truth. ServiceNow HRSD serves as both the system of record and the operational brain, feeding data to related systems such as Oracle, Dayforce, and the DMV’s Org Chart visualization tool. 

With the integrations in place, DMV can: 

  • See workforce status updates instantly rather than through monthly reconciliations. 
  • Automate reporting to the State Controller’s Office. 
  • Track performance metrics and staffing trends with precision dashboards. 

The agency’s IT and HR units now operate as a unified system of work, laying the foundation for AI-enabled decision-making and predictive resource planning. 

Tangible impact on efficiency and service quality 

Although full measurement is ongoing, early results are already reshaping public service delivery. 

  • Significant reduction in citizen wait times across pilot offices 
  • Saved time and reduced errors due to tremendous decrease in manual spreadsheet use for HR and position tracking 
  • Accelerated staff redeployment because managers can now rebalance workloads within minutes. 
  • Speedy adoption as 10 divisions onboarded within twelve months of technical launch. 

Additionally, the qualitative results are also impressive: 

  • A unified, transparent culture between HR, Budgets, and Field Operations. 
  • Greater accountability through live dashboards and executive reports. 
  • A foundation for further automation, including onboarding and telework management. 

“We finally have one accurate, live view of every position across the organization. Managers can make informed staffing decisions on the spot—something that used to take weeks.” — Field Operations Division Lead, California DMV 

Sustaining momentum through CloudCover 

INRY’s CloudCover Managed Services now provides ongoing support, performance tuning, and continuous improvement. Enhancements underway include expanding AI search capabilities, refining org-chart visualization, and introducing proactive alerts for workforce imbalances. 

The DMV’s modernization success has already gained recognition from the California Department of Technology for innovation and public impact. More importantly, it established a repeatable framework for future automation efforts, proving that data-driven workforce management can accelerate citizen service at scale. 

“This project exemplifies how government can evolve without disruption. ServiceNow HRSD gave DMV the structure to modernize continuously, guided by real insight and measurable value.” — Scott Carney, Sales Director at INRY. 

A platform for the AI-first era of public service 

The California DMV’s Position Control initiative shows what’s possible when process modernization meets intelligent orchestration. By unifying data, decisions, and workflows on ServiceNow HRSD, the DMV has turned complexity into clarity, creating a foundation for AI-first operations that can adapt and scale with the needs of 32 million Californians. 

If you’d like to see similar results in your organization, explore our SMART Success program for ServiceNow HRSD. 

Private Health Management: elevating patient experience with intelligent healthcare workflows 

Posted on December 17, 2025 by -

Client background 

Private Health Management (PHM) delivers highly personalized guidance to patients navigating complex healthcare needs. With 169 employees supporting care teams, administrators, medical records specialists, and patients, PHM manages a high volume of sensitive information. The organization wanted a coordinated, seamless way to manage intake, documentation, clinical summaries, provider vetting, and patient communications across a distributed care environment. 

The turning point 

PHM depended on disconnected systems and manual workflows that slowed onboarding and increased administrative strain. Intake forms, clinical history, medical records tasks, and referral processes lived in separate places, complicating coordination and reducing visibility. These gaps strained operations, introduced compliance risk, and weakened the overall patient experience. 

PHM sought a partner with deep healthcare workflow expertise, advanced ServiceNow capabilities, and a proven record of enabling coordinated care models. INRY delivered a decade of healthcare transformation experience supported by Elite Partner certifications, award-winning workflow design, and extensive experience modernizing HR, IT, patient services, and patient onboarding for major U.S. health networks. 

The transformation strategy 

PHM advanced from fragmented workflows to a connected, scalable system built for precision and momentum. The strategy aligned CloudCover—INRY’s managed services solution—platform enhancements, and healthcare‑specific workflow design to create a unified patient journey that supports faster decisions and higher‑quality care. 

CloudCover managed services foundation 

CloudCover established the structure PHM needed to stabilize, enhance, and expand its platform. Four complementary workstreams—Ask INRY, Platform Operations, Platform Enhancements, and Platform Reliability Engineering—provided responsive support, consistent governance, and strategic improvements aligned to PHM’s long-term goals. 

Unified patient lifecycle management 

A centralized case management model now consolidates patient data, tasks, and documentation in one connected workspace. Care teams access each patient’s complete journey instantly, supporting rapid collaboration and confident decision-making. 

Streamlined intake and documentation 

Digitized pre-registration, clinical history, insurance, and consent forms reduced manual effort and strengthened early data integrity. Teams assist with form completion or reopen submissions when clarification is required. Automated clinical summary generation converts real-time patient information into structured PDFs that support consultations, referrals, and ongoing care. 

Modernized medical records workflows 

Medical records tasks were restructured into three clear categories—collection, transfer, and processing—to improve clarity and throughput. Automated form generation and pre-population accelerated documentation while supporting accuracy and regulatory readiness. 

Provider vetting, scheduling, and communication 

Structured workflows now guide provider identification and credential verification. Appointment scheduling integrates directly with Zoom, simplifying booking for patients and staff. Automated email handling categorizes communication at patient and case levels, while distribution group automation standardizes outreach and reduces manual work. 

Enhanced data integrity and seamless navigation 

Standardized capture of medications, allergies, health history, and demographic details supports compliance and clinical decision-making. An intuitive navigation model enables care teams to move fluidly across patient information without switching between systems. 

Integrated systems and legacy data transformation 

Legacy records for accounts, contracts, entitlements, consumers, patients, and providers were converted into structured ServiceNow data. A HubSpot integration now creates accounts and contracts automatically at deal closure, streamlining handoffs and reinforcing operational continuity. 

How collaboration powered the transformation 

INRY partnered closely with PHM leadership, care teams, and operational stakeholders to understand needs and shape workflows aligned to PHM’s model of care. Discovery sessions clarified priorities and guided a roadmap that balanced quick wins with scalable foundations. Collaboration with Zoom and HubSpot teams ensured seamless integration across systems. 

Success grew from PHM’s active engagement, the automation-focused design approach, and the flexibility of the underlying ServiceNow architecture supporting future expansion. 

The outcomes that reshaped care delivery 

PHM now operates with faster, more structured intake and documentation processes, elevated provider efficiency, and clear visibility across cases and tasks. SLA-driven workflows support timely completion and strengthen referral accuracy. 

Teams collaborate with greater ease and experience a reduced administrative load. Patients benefit from a coordinated, responsive service model supported by unified records and consistent communication. The platform strengthens PHM’s compliance posture through audit-ready documentation and structured data collection. 

PHMCare Workspace and the Patient Service Portal position PHM for continued innovation, including emerging AI-enabled workflows that will accelerate decision-making, elevate care experiences, and support long-term organizational growth. 

If you’d like to see similar results for your healthcare organization, explore our flexible ServiceNow solutions for the healthcare industry. 

An international food manufacturer strengthens its global DevOps backbone with a resilient, modern toolchain

Posted on December 17, 2025 by -

When a mission-critical DevOps platform becomes the business backbone

Across its global engineering organization, this leading food and drink manufacturing conglomerate depends on a unified DevOps ecosystem supporting global software delivery. This platform underpins software delivery for teams spanning Europe, the Americas, and APAC. As adoption accelerated, the stakes rose quickly. Reliability, security, and performance became enterprise-level concerns rather than team-level optimizations.

The challenge extended beyond keeping systems online. The organization needed a partner capable of operating and evolving the entire DevOps environment end to end, while modernizing core components without disrupting developers or delivery velocity.

A partnership built around ownership, reliability, and flow

They engaged Cprime to take full operational ownership of the internal platform. The mandate focused on creating a resilient, scalable DevOps foundation that could evolve alongside their engineering ambitions.

This partnership emphasized continuous reliability, disciplined modernization, and proactive operations rather than one-time upgrades. The goal centered on sustained platform health, predictable delivery pipelines, and confidence at global scale.

Operating and modernizing the DevOps ecosystem as a single system

Cprime managed the underlying cloud infrastructure supporting the platform across multiple development teams. This included ensuring AKS cluster availability, optimizing node pools, and maintaining workload reliability as usage patterns evolved.

Container platforms formed another critical layer. Cprime assumed ownership of Kubernetes and Docker environments, managing container workloads, image lifecycles, deployments, and automation. DaemonSets were implemented to preload images on new nodes, supporting smoother scaling and more consistent performance.

Modern CI/CD pipelines designed for reliability at scale

CI/CD reliability played a central role in the engagement. Jenkins was migrated into AKS, pipelines were optimized, and build stability was strengthened to support continuous delivery across the organization. Cprime also provided continuous availability and major incident troubleshooting, ensuring the platform remained dependable even during high-impact events.

Infrastructure-as-code governance further reinforced consistency. Terraform provisioning covered clusters, networking, storage, and tool integrations, improving auditability and reducing configuration drift across environments.

Toolchain operations with security and observability built in

Beyond core infrastructure and CI/CD, Cprime managed the broader DevOps toolchain. This included Nexus administration with cleanup policies and performance tuning, New Relic dashboards and alerting, and autoscaling management for cost-optimized compute. Ansible automation streamlined platform configuration and day-to-day operations.

As platforms evolved, Cprime addressed AKS modernization challenges, including upgrades from deprecated API versions. These efforts preserved platform continuity and prevented service disruption during mandatory lifecycle changes.

Long-term stability was reinforced through regular LTS upgrades across Jenkins, Nexus, SonarQube, and AKS components. Security posture improved through patching, vulnerability remediation, and governance enforcement, supported by timely root-cause analysis and preventive actions after incidents.

A stronger DevOps foundation for thousands of developers

With proactive observability and monitoring in place, the client gained clearer insight into platform health and faster response to critical events. Improved monitoring coverage and alerting reduced mean time to resolution and supported continuous improvement across the DevOps environment.

The outcomes reflect a platform designed for enterprise scale: improved stability and performance for, more reliable CI/CD pipelines with fewer failures, stronger security through disciplined upgrades, and a modern DevOps foundation aligned to the company’s long-term engineering vision.

Build a DevOps platform that scales with your ambitions

This experience shows what becomes possible when DevOps platforms are operated, modernized, and governed as a single, orchestrated system. A resilient foundation enables teams to deliver with confidence while the platform evolves continuously behind the scenes.

If your organization is ready to strengthen its DevOps backbone, modernize critical pipelines, and operate at global scale with confidence, the next step starts with a focused conversation about your platform’s future.

Power Plays in Digital Experience: How the NHL Transformed Work on ServiceNow 

Posted on December 16, 2025 by -

Rewiring employee and partner engagement through intelligent design and embedded partnership 

The National Hockey League runs its business on ServiceNow. From IT and HR to partner operations, the platform connects teams across the U.S. and Canada. Yet, over time, the League’s digital experience had grown uneven, with multiple portals, a growing backlog, and a partner that executed requests without advancing the vision. 
The NHL wanted more than ticket resolution. It needed a team that could co-create, advise, and design for scale. 

A new kind of partnership 

That search led the League to INRY, a Cprime company, after seeing our Total Engagement Framework session at the ServiceNow Summit in Charlotte. The NHL’s digital transformation lead, John Stein, recognized a shared philosophy: user experience as a strategic lever, not a finishing touch. 

When INRY’s team joined the engagement, we became an extension of the NHL’s own Scrum teams, working side by side through every sprint. 

Unlike traditional staff augmentation, the NHL gained an adaptive DevOps model backed by full-stack expertise. Architects, UI/UX specialists, and developers rotated in as needs evolved. That flexibility created momentum without losing focus on experience quality. This approach reflects our philosophy of guided evolution—meeting each client where they are and advancing transformation through continuous alignment, quick wins, and scalable design. 

Designing for experience, not just delivery 

Early priorities centered on modernizing the Employee Center Pro (EC Pro) “My Home Ice” portal, a cornerstone of the internal experience. The team rebuilt the Employee Directory, aligning it with NHL brand standards, improving responsiveness, and extending its functionality. 
Next came a custom Event Calendar and a full UI/UX audit to unify visual language and accessibility across portals. 

In parallel, INRY launched the League’s Virtual Agent with Now Assist, bringing conversational AI into everyday workflows. When AI Search briefly failed in production, our consultants diagnosed the issue within hours, restored functionality, and documented the fix, earning quick, visible trust from the client team. 

“Thank you again for the prompt review and recommended steps to resolve. Our AI Search Genius Results and Virtual Agent are working as expected again in production.” 
— John Stein, Senior Director of Digital Transformation, NHL 

Outcomes that build confidence 

In just a few months, the engagement evolved from backlog management to strategic collaboration. 

  • 46 user stories delivered across consecutive sprints, including Virtual Agent and EC Pro enhancements. 
  • Clean, consistent branding established across employee portals. 
  • Rapid resolution of AI and production issues through joint troubleshooting. 
  • Positive client satisfaction, with survey feedback describing the collaboration as “wonderful” and expressing excitement to continue working together. 

“Working with you and your team has been so wonderful. Super excited to continue.” 
— Emma Harries, Project Coordinator, NHL 

Each success opened the door to more. After the initial portal and AI work, the NHL added projects for Now Mobile, custom internal applications, and additional portal redesigns for club and partner audiences. Every new assignment reinforces the League’s trust in our ability to deliver both speed and sophistication. 

Embedded expertise as a growth engine 

INRY’s approach fused technical depth with design intuition, a hallmark of how we help organizations evolve from digital-native to AI-first operations. 

“Our role wasn’t to take tickets; it was to elevate the work. By pairing UX expertise with ServiceNow architecture, we helped the NHL’s teams see what their platform could truly do.” — Samantha Smith, Senior Consultant, INRY 

“The NHL wanted a candid, co-creative relationship. They valued that we could look at their work, challenge it constructively, and make every sprint deliver real improvement.” — Joel Bowles, Engagement Lead, INRY 

This embedded model let the NHL scale experience innovation while maintaining governance and agility. The organization gained a unified partner orchestrating experience, functionality, and AI capabilities across its ServiceNow ecosystem. 

Expanding the vision 

The next phase focuses on Now Mobile, where design reviews are already underway. The goal: empower employees to access critical tools through intuitive, mobile-first experiences that extend the brand’s excellence beyond the desktop. 

As the League continues integrating Now Assist and Virtual Agent capabilities, it is building the foundation for a truly AI-first operating model where workflows anticipate needs and every interaction moves seamlessly from request to resolution. 

Seeing digital work in a new light 

Through the NHL engagement, INRY demonstrated how intelligent design and guided evolution transform everyday workflows into connected experiences. 
The League’s portals, mobile experiences, and AI agents now reflect a cohesive digital identity that’s scalable, adaptive, and built for continuous improvement. 

This collaboration stands as proof of what happens when strategy and execution move in harmony: innovation flows, user satisfaction rises, and transformation becomes sustainable. 

Want to see similar results for your organization?

Speak to a ServiceNow expert at INRY, a Cprime company

Aon accelerates AI strategy and builds a 40-use-case roadmap in two days 

Posted on December 2, 2025 by -

A fragmented AI vision gains direction 

Aon’s leaders wanted a unified strategy to guide AI investment. More than 50 potential use cases existed across Technology, Employee, and Customer Experience domains. Teams needed a clear framework to determine which workflows were ready for AI, how to evaluate out-of-the-box capabilities against custom builds, and how to create alignment across functions. 

A two-day accelerator for clarity and alignment 

The two-day workshop convened more than 55 participants from across the enterprise. Facilitators guided cross-functional sessions built around structured evaluation, rapid prioritization, and ServiceNow-specific feasibility analysis. 

Day 1: Chart opportunity and surface AI-ready workflows 

Participants explored AI trends, assessed platform capabilities, and mapped pain points across major experience domains. Teams identified processes that could benefit from intelligence embedded directly into ServiceNow workflows. 

Day 2: Shape an execution-ready AI roadmap 

Each idea went through value and feasibility scoring. Facilitators helped teams determine the best approach for each use case and shaped a roadmap that balanced quick wins with longer-horizon, strategic opportunities. 

A prioritized enterprise AI roadmap in 48 hours 

Aon gained a clear, actionable strategy within 48 hours. 

  • 40+ AI use cases documented and prioritized 
  • A roadmap aligned across Technology, Employee, and Customer Experience 
  • Executive consensus on AI investment direction 
  • Defined quick-win pilots ready for immediate testing 
  • Clarity on out-of-the-box vs. custom build decisions 

This structure accelerated momentum and equipped Aon with a repeatable way to scale AI adoption across the enterprise. 

Enterprise momentum amplified 

Aon compressed months of internal debate into a focused, collaborative process. Leaders walked away with a roadmap grounded in business value, technical feasibility, and cross-functional alignment. This foundation now guides ongoing AI initiatives and positions Aon to advance intelligent workflows on the ServiceNow platform with confidence. 

A roadmap that accelerates intelligent operations 

Aon’s experience demonstrates how the AI Strategy & Transformation Workshop drives rapid clarity, alignment, and measurable progress. With a structured approach, enterprises gain the momentum needed to rewire workflows, scale intelligence, and accelerate the shift toward AI-ready operations. 

Ready to build your AI roadmap? 

The AI Strategy & Transformation Workshop gives your teams the structure, momentum, and clarity to accelerate enterprise-scale AI adoption. Connect with us to schedule your session and move your AI strategy into action. 

Case Study: Enabling product-led agility in financial services 

Posted on November 26, 2025 by -

Rigid systems slowed progress, and teams felt it 

This leading financial services firm set out to become a product-led organization capable of responding to regulatory shifts and market demands with speed and clarity. The vision was clear, but legacy systems, strict compliance workflows, and siloed operations inhibited value flow to the customer.  

Processes that should have moved at market speed were slowed by manual approvals and risk-averse governance. Even minor changes required extensive signoffs, creating decision bottlenecks that impacted time to market. Meanwhile, rising demand outpaced delivery capacity. Teams operated in isolation, cultural resistance to change was strong, and visibility into work and value streams was limited. The organization needed to rewire its delivery model and leadership systems to align strategy with execution. 

Flow unlocked: portfolio governance rewired for speed 

To orchestrate flow between governance, execution, and transformation goals, we introduced Lean Portfolio Management and launched SAFe-based Agile Release Trains (ARTs). Coaching and consulting were delivered through an embedded model, with transformation leaders working directly alongside client teams to ensure context-specific, actionable guidance. 

By training internal change champions, we enabled the organization to scale new ways of working organically. These champions drove adoption across teams and ensured that transformation wasn’t just a one-time initiative but an enterprise capability. Executive sponsorship played a pivotal role in accelerating decisions, breaking down silos, and reinforcing the shift toward autonomy, speed, and transparency. 

Faster decisions, smarter delivery, measurable impact 

Following deployment, the organization recorded significant improvements in speed, efficiency, and decision-making effectiveness: 

  • Lead time reduced from 229 days to 92 days 
  • Flow efficiency increased from 18% to 25% 
  • Delays due to missing requirements cut from 2 months to 1 week 
  • Time to approve change requests reduced from 2 weeks to 3 days 
  • Reprioritization requests reduced by 90% 
  • 67 man-days saved per quarter by eliminating unnecessary change request analysis 
  • Internal NPS score of 9, reflecting strong partner alignment and value 

A senior stakeholder highlighted the strength of the partnership: 

“Cprime consultants act as part of the team and have embedded themselves within the organization to drive value. They care and are willing to push difficult decisions forward in the interest of the company. This is a strong partnership with open and honest communications channels.” 

This transformation established a responsive, transparent operating model that empowers teams, aligns investments with outcomes, and scales continuous improvement across the enterprise. Together with their leaders, we fostered a culture of autonomy and proactivity, aligned around a collective understanding of what really matters to the business and its customers. 

Want to see similar results for your organization? Explore our flexible portfolio management and agile consulting services.

Rewiring the Business of IT at an International Airline

Posted on November 18, 2025 by -

The challenge: fragmentation slowing decisions and obscuring value

The airline managed mature processes across architecture, finance, planning, workforce management, and technology governance. But each operated in isolation. Teams used inconsistent definitions, siloed systems, and conflicting records. Core questions about cost, risk, and investment lacked clear, reliable answers.

Manual reconciliation slowed execution. As the airline’s Head of Technology Business Management reflected, “Deriving cross-cutting insights from disconnected systems was absolutely agonizing.” This underscored the urgency for a unified architecture. Leaders navigated different versions of the truth. Strategic clarity gave way to operational friction.

“Deriving cross-cutting insights from disconnected systems was absolutely agonizing.” — Head of TBM

The solution: an integrated, intelligence-ready Business of IT ecosystem

The airline partnered with Cprime to rewire its architecture, financial, and delivery systems into a single correlated data asset. LeanIX became the backbone of enterprise architecture management, integrated with Apptio Targetprocess for delivery visibility and Apptio One for financial intelligence.

Industry benchmark context

What misalignment costs organizations:
• 64% of projects fail to meet goals
• 50% of work cannot be accurately allocated
• 80% of resource-management processes are ineffective
• Organizations overspend 15–30% on projects

The solution: an integrated, intelligence-ready Business of IT ecosystem

The airline partnered with Cprime to rewire its architecture, financial, and delivery systems into a single correlated data asset. LeanIX became the backbone of enterprise architecture management, integrated with Apptio Targetprocess for delivery visibility and Apptio One for financial intelligence.

“Early work in EAM streamlined and, in many ways, catapulted the progress needed to reach application TCO.” — Mohammad Attieh, Senior Digital Transformation Consultant, Cprime

The team established shared master data standards, defined systems of record, and automated data flows across applications, cloud assets, labor spend, and work hierarchies. Time writing was replaced with a backlog-driven labor cost model. Cloud tagging was standardized so infrastructure costs aligned cleanly to applications.

Targetprocess became the connective layer, linking business capabilities, applications, IT components, work, workforce, and financials into a seamless lifecycle, from strategy and architecture through deployment and operations.

The impact: real-time visibility, stronger governance, and measurable value flow

The airline now operates with unified, real-time transparency across architecture, finance, work, and cloud operations. Leaders access a single system of truth that sharpens decision-making, strengthens governance, and accelerates enterprise clarity.

Industry benchmark context

Why alignment matters:
• Highly aligned organizations grow revenue 58% faster
• They are 72% more profitable
• Deliver 96% customer satisfaction vs. 30% in low-alignment orgs
• Experience significantly higher workforce engagement

Key outcomes
  • Automated TCO by application with real-time labor and cloud attribution
  • Complete, correlated enterprise work hierarchy tied to financials
  • 100+ solutions per quarter governed through integrated architecture processes
  • Single authoritative master data asset serving architecture, audit, continuity, privacy, and AI governance functions
  • Unified view of investment, risk, application health, and lifecycle performance
  • Ability to trace delivery directly to invoices bringing transparency to deliverables and accurate capital reporting

This connected architecture creates the foundation for showback, chargeback, and next-generation allocation models, including Kafka topic-level costing.

A foundation poised for continuous evolution

Our client’s transformation demonstrates how a connected architecture activates intelligence, clarity, and operational momentum. By aligning master data, integrating platforms, and automating cost insights, the airline positioned itself to scale smarter decisions and orchestrate value with greater precision.

If you’d like to explore how your organization can achieve similar results, get in touch with our team to start the conversation.