ITOM Implementation (Discovery, Service Mapping and Event Management)

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.