ITOM Implementation

Case Study

About the client

A US-based leading IT solutions provider specializing in enterprise infrastructure and managed services, committed to driving digital transformation and streamlining IT operations across industries.

Use case Overview

Implemented ServiceNow ITOM for an IT client to discover and manage over 1,500 CI's.
Discovered a diverse infrastructure landscape including Windows and Linux servers, VMware and SNMP-enabled devices (switches, load balancers etc.).
Enabled foundational visibility and automation to support operational efficiency and IT governance.
Conducted workshops for ACC implementation.

Challenges

Lack of visibility into infrastructure and CMDB health.
Manual and fragmented incident/change management processes.
Inefficient CMDB management leading to data inconsistency.

Product and Services

ServiceNow ITOM Modules Implemented (Visibility)

Discovery, CMDB

Enhancements

CMDB custom class addition and mapping on Asset side.

Conducted workshops

ACC, EM, integration with CyberArk.

Support Services

Post-implementation support

Results

Discovered 1500+ CI’s.
Accurate and real-time CMDB data.
Improved infrastructure visibility and proactive incident management.
25–30% reduction in mean time to resolution (MTTR).