Case Study

Mergen IT, leveraging its expertise in ServiceNow IT Operational Management (ITOM), implemented the ServiceNow Discovery solution for the financial services company. Discovery provided a single-pane-of-glass view into the company's global IT assets, including applications, platforms, operating systems, virtual and physical layers, and their internal and external dependencies. By scanning the internal infrastructure and populating relevant configurations into the Configuration Management Database (CMDB), Mergen IT enabled the company to gain a comprehensive and three-dimensional view of its infrastructure.

The solution also allowed the company's IT operations teams to quickly identify dependencies when a component failed, enabling faster response times and informed decision-making. With better insights into asset ownership and management, events and issues could be dynamically directed to the appropriate teams for resolution. Moreover, Mergen IT worked with the company to limit customizations, ensuring faster adoption of new features and upgrades, keeping them nimble in the face of constant changes.

• Improved Incident Response: The financial services company experienced a significant reduction in incident response times, thanks to the enhanced visibility into asset dependencies provided by ServiceNow Discovery. This resulted in minimized downtime and improved service availability.
• Efficient Cloud Management: With ITOM, the company effectively managed its cloud assets, gaining insights into the creation, consumption, and usage of cloud services. This capability allowed them to optimize cloud resource utilization and control costs effectively.
• Streamlined Operations: By aligning ITOM and IT Service Management (ITSM) suites, the company achieved greater control over its hybrid environment. The synchronized data from both suites enabled the company to deliver more robust services and make data-driven decisions.
• Evolved Employee Roles: As the company's IT organization embraced the ServiceNow platform, employees' roles evolved into platform roles. This connected approach enhanced collaboration among different teams and improved visibility into inter-team dependencies.