Industry Descriptor: A Global Cloud Security Provider Serving the U.S. Defense Industrial Base
The Challenge
This organization ran its government security services across two separate ServiceNow environments: a legacy commercial instance alongside its primary FedRAMP instance. Maintaining both meant duplicate licensing, split support structures, and inconsistent data governance. At the same time, customer-facing support ran on internal IT service management workflows that were never designed for external customers, with no data isolation between the service lines sharing the platform.
The Solution
C1Secure delivered a two-phase modernization. First, we migrated the legacy commercial environment into a domain-separated area of the FedRAMP instance and decommissioned the commercial instance. Then we converted customer-facing support from ITSM to a domain-separated Customer Service Management (CSM) architecture, giving each service line its own environment on a shared platform.
Key features of the implementation included:
- A Domain-Separated FedRAMP Migration: All active ITSM data and workflows moved into the FedRAMP instance, including the customer portal, service catalog, and a 10-step subscriber onboarding flow with its identity, cloud provisioning, and domain lookup integrations rebuilt in the new domain.
- Native Notifications and Reporting: Notifications that had been buried inside workflows were rebuilt as standard ServiceNow notifications, and onboarding and request dashboards were carried over intact.
- Productized CSM Environments: Separate internal and external technical support case types, plus a configurable agent workspace and a customer portal, so service lines share the platform but never the data.
The Impact
- One Secure Source of Truth: The commercial instance is decommissioned, and every active workflow now runs inside the FedRAMP boundary.
- Lower Overhead: Duplicate licensing and split support structures are gone.
- Verified Data Isolation: A security check confirmed zero data leakage between the domain-separated service lines.
- A Real Customer Experience: External customers now work through purpose-built case management and a dedicated portal instead of internal IT workflows.
