HNTB:

Challenge

HNTB had an established ServiceNow platform but struggled with backlog sprawl, unclear prioritization, and inconsistent execution. Without clear ownership, the platform risked stagnation and erosion of business trust.

What Veracity Did

Veracity provided managed platform services focused on stabilization and continuous improvement:

• Assessed and rationalized the existing ServiceNow backlog

• Established clear prioritization aligned to business needs

• Stabilized delivery flow and reduced noise across requests

• Provided weekly executive summaries translating work into outcomes, risks, and decisions

• Served as the client-side platform owner coordinating stakeholders and work intake

• Transitioned into a year-long managed services engagement to sustain and evolve the platform

Results

• Restored confidence in ServiceNow as a reliable business platform

• Clear visibility into what was being delivered and why

• Reduced backlog chaos and improved execution predictability

• A platform that continues to improve rather than degrade over time

Why It Matters

Platforms don’t fail at go-live—they fail when no one owns them afterward. Managed platform services ensured this investment remained stable, valuable, and aligned to the business long after implementation.