Re-implementation of ITOM — Discovery & Building Infra CI Visibility, Service Quality Improvement

Overview

SDAIA, a leading organization in data and artificial intelligence, faced significant challenges with their ServiceNow Discovery re-implementation. Their Configuration Management Database (CMDB) lacked accuracy, completeness, and effective configuration. They required a comprehensive solution to overhaul their CMDB and improve its functionality.

Problem statement

• The CMDB lacked 100% accuracy, with incomplete data and many Configuration Items (CIs) not fully discovered.
• Pre-configured credentials were non-functional.
• Around 90% of scheduled tasks were inactive.
• CI ownership was not maintained.
• MID Servers were poorly configured.

Duration

3 months

Results

Our team reimplemented the ServiceNow Discovery module for SDAIA. We performed a thorough assessment and overhaul of the CMDB setup:

• Discovery and Management: Nearly 450,000 new CIs were discovered, and approximately 180,000 old CIs were archived.
• Schedules: Created over 50 new schedules to ensure regular and accurate discovery.
• Visibility: Achieved 100% visibility into the entire infrastructure.
• Processes: Set up CMDB rules and workflows for CI discovery and decommissioning, leading to a streamlined and efficient management process.

Post-implementation results were significant:

• 450,000 active CIs were properly managed in the CMDB.
• Achieved 100% correctness, completeness, and compliance for the CMDB.
• Defined processes for CI creation and decommissioning, enhancing overall efficiency and data accuracy.