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Improved ITSM pays dividends to the business

CAI helps a financial services company refine its ServiceNow® environment to improve system performance.

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CAI uses the ServiceNow® platform to provide customized requirements for financial services


A multinational life insurance, pensions, and asset management company has an IT environment that includes 100,000 devices and five core enterprise applications. To better monitor these assets and maintain an updated configuration management database (CMDB), it needed to retire an outdated device discovery tool and implement the ServiceNow platform, a world-class IT service management tool . The company wanted to map application relationships dynamically so it could improve visibility into application-level relationship data and improve and shorten the troubleshooting process.


The company reached out to CAI to implement the ServiceNow Discovery and Service Mapping modules so it could automatically scan IT infrastructure and update the CMDB daily. CAI developed a process to help employees adapt to the new discovery tools so they can access the most up-to-date discovery data and better assist with troubleshooting. CAI also mapped the five core applications with Service Mapping so the company could decrease its mean time to recovery (MTTR) and hosted train-the-trainer sessions to facilitate the ongoing support needed for the upgrade.

icon timer clock 30% Reduction in mean time to recovery
icon computer monitor 100K Devices
icon line graph in front of computer monitor 5 Critical applications


Today, the company leverages the ServiceNow platform to execute application and device discovery in the same platform as its ITSM processes, blurring the line between each application process. This gives the company increased visibility into application-level discovery and relationships between devices and applications. With daily scans occurring on applications, engineers can now quickly see changes in configuration, ensure they align with the organization’s change management process, and hold the teams accountable for process enforcement. Enforcement of the change management process helps the company avoid outages for unscheduled changes. Not only has the company improved its visibility into application relationships, but it also anticipates a reduction in MTTR of nearly 30 percent.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company and product names may be trademarks of the respective companies.

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