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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.

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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

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ServiceNow ITOM Modules Implemented (Visibility)

Discovery, CMDB

Implementation Speed

Enhancements

CMDB custom class addition and mapping on Asset side.

Cost effective

Conducted workshops

ACC, EM, integration with CyberArk.

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Support Services

Post-implementation support

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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).