From the very beginning of our partnership, exccon AG and Devhd discovered how naturally we complement each other — forming unified delivery teams that combine agile thinking, specialized expertise and boutique-level quality from end to end.
One of our most impactful collaborations is the ServiceNow Workplace Service Delivery (WSD) implementation for a leading global company — a long-standing exccon customer with a clear vision to digitize and simplify all workplace and facility management processes across their organization.
The Challenge
The client, operating multiple sites with over 40,000 employees, already relied on several ServiceNow solutions to streamline IT and business operations.
The next step was to extend that maturity to the physical workplace — connecting people, spaces and services through the same intelligent platform and to move beyond manual, fragmented processes for managing facilities, reservations and workplace requests.
Previously, issues were reported via email, handled manually by external providers and tracked in spreadsheets. The lack of structure, data visibility and automation created inefficiencies across teams. In addition, meeting room reservations, catering requests, event management, and visitor management were supported by a bespoke legacy solution that had reached the end of its technological lifecycle and required modernization.
How do you extend a mature ServiceNow ecosystem to include the physical workplace experience?
How can employees, facility teams and service providers collaborate in real time — across locations, resources and systems — through a single platform?
These were the questions that guided and shaped the Workplace Service Delivery solution — transforming workplace operations into a connected, data-driven experience.
The Solution — Workplace Service Delivery on ServiceNow
exccon and Devhd jointly implemented the Workplace Service Delivery solution — designed to fit seamlessly into the client’s existing ServiceNow ecosystem — and continue to strengthen the platform architecture while expanding it with new modules.
The first go-live for Case Management ran smoothly, supported by close collaboration and a shared ServiceNow delivery mindset across both teams.
The result is a strong foundation that continues to evolve, featuring:
- A self-service portal integrated into the Employee Center for easy access to workplace and building services;
- Structured request & defect handling ensuring clean, standardized data;
- Dashboards and reports for real-time transparency in building operations;
- Automated integration with external facility management systems;
- And a focus on user experience, encouraging adoption from day one.
The platform has already proven its success, achieving an 80% end-user adoption rate for case creation via the Employee Center within the first month of the WSD Case Management go-live. The team is now extending it with Visitor Management, Reservation Management, Indoor Mapping, Event Management and several other modules planned throughout 2025.
Teamwork that makes the difference
The exccon–Devhd team brings together strategic insight, delivery excellence and deep platform expertise — ensuring that every challenge is approached from multiple angles, with the customer always at the center.
Together, we deliver across the full spectrum of project needs — from integration design and data quality to architecture and WSD consulting — proving that real value emerges when diverse skills work as one.
Voices from the team
“I joined the project after the first phase of WSD was already live and I immediately understood how naturally the collaboration worked. The client and exccon team were open, aligned and detail-oriented — it made it easy to integrate and contribute from day one.
My advice for future WSD customers is simple: focus early on data quality, which is the foundation of what we build. WSD is powerful, but clean and structured data is key to making it shine.”
— Florin Danis, ServiceNow Architect, Devhd
“Working with Devhd feels like an extension of our own team. We share the same mindset — listen carefully, challenge thoughtfully and deliver with precision. Together, we provide process expertise, technical excellence, and a positive team spirit to every project.
We’ve created a solution that not only meets the customer’s goals, but sets a strong foundation for their future, global workplace strategy.”
— Christiane Brzezek-Korupp, Project Manager, exccon
Advice from the technical team — What future WSD customers should know
1️⃣ Start with clean, reliable data.
Workplace Service Delivery depends on accurate information about data location (regions, sites, campuses, buildings, floor, spaces, rooms). If those records aren’t structured properly, processes won’t flow smoothly. Integrate early with the system that holds this data — ServiceNow doesn’t have to be the source of truth, but it should connect to it.
2️⃣ Think integration-first.
For example, connecting Microsoft Exchange with WSD Reservationsensures employees see real-time reservation details directly in Outlook — a small detail that makes a big difference in adoption.
3️⃣ Keep structure and communication strong.
WSD covers many data layers and process flows; ongoing collaboration between the technical team and customer stakeholders is key to building a sustainable, intuitive solution.
Looking ahead
This project demonstrates what’s possible when two boutique ServiceNow partners combine their strengths — turning complex workplace operations into connected, data-driven experiences.
Together, exccon and Devhd have built a foundation for continuous innovation, helping organizations maximize the potential of their Now Platform and reimagine how workplace services are delivered: simpler, smarter and more connected than ever.
Looking to explore Workplace Service Delivery (WSD) for your organization?
Contact our joint ServiceNow team at Devhd & exccon — we’ll be happy to discuss how WSD can simplify your workplace operations.
* Article by Nicoleta Daniș, Marketing and Communication @ Devhd
