ServiceNow ITOM to Proactively Eliminate Service Outages

The client is the world’s leading technologies provider for enterprise-level data capture and automatic identification solutions that provide businesses with operational visibility.

Business Challenge

  • No authorized source of truth for infrastructure assets and service/application mapping to analyze the service impact during change request.

  • No monitoring tool integration with incident management and lack of automation for IT operations.

  • Event noise and inability to pinpoint the root cause for service disruptions.

Technology Components

  • ServiceNow, IBM Netcool

Business Objectives

  • Enhance visibility

  • Manage service health

  • Optimize service delivery and spend

  • Reduce event floods from monitoring tools and provide a single dashboard to proactively identify service issues

  • Create a single system of record for IT infrastructure

  • Automate IT processes, eliminate manual tasks & remediate service issues

Key Deliverables

  • ITOM capabilities through ServiceNow

  • Auto discovery of assets

  • Mapped relationships between IT components and business services

  • Integrated ServiceNow ITOM with IBM Netcool

The Approach

  • Trianz’s unique assessment approach covered all the relevant areas to accurately layout the findings, observations, issues & gaps.

  • Designed and implemented ServiceNow ITSM/ITOM modules and integrated IBM Netcool solution with ServiceNow.

  • Identified top 10 business services and mapped all the critical dependencies using Service Mapping.

Transformational Effects

  • Integration of monitoring tools with event management to monitor critical business services and perform automated resolutions for known issues.

  • Clear visibility to top 10 business services and its impacts.

  • Improved service delivery and reduced MTTR.

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