CAI uses the ITSM and ITOM applications on the ServiceNow® platform to provide customized requirements for financial services
Challenge
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To better monitor these assets and maintain an updated configuration management database (CMDB), it needed to retire an outdated device discovery tool and implement the ServiceNow platform, a world-class enterprise service management tool.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.
Solution
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.
Benefits
Today, the company leverages the ServiceNow platform to execute application and device discovery in the same platform as its IT Service Management (ITSM) processes. They paired IT Operations Management (ITOM) with ITSM to improve their IT maturity from reactive to proactive - allowing them to break down silos, eliminate friction and enable continuous improvement. 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 and Service Mapping enables informed decisions based upon which critical business services are potentially affected. Not only has the company improved its visibility into application relationships, but it also anticipates a reduction in MTTR of nearly 30 percent.
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