Case Study

Enterprise ServiceNow Foundation & Scale Enablement

Customer
Overview

A large manufacturing enterprise was on a multi-year journey to establish ServiceNow as a central platform for enterprise service operations. With growing operational complexity and increasing reliance on digital workflows, the organization needed ServiceNow to move beyond basic service management and function as a reliable system of action across IT and supporting business functions

The objective was to build a strong ServiceNow foundation that could support scalability, governance, and continuous improvement while integrating seamlessly with existing enterprise and cloud systems.

  • Platform

    ServiceNow

  • Country

    USA

  • Industry

    Manufacturing

  • Engagement Model

    ServiceNow CoE Setup

Problem
Statement

As ServiceNow adoption expanded, the organization encountered challenges related to structure, data reliability, and process consistency. The absence of a well-governed CMDB limited visibility into assets and services, making it difficult to support IT operations and future automation initiatives. Service management processes such as incident, change, and asset handling were partially manual and inconsistent across teams, leading to operational inefficiencies.

mamsys approach

ServiceNow Assessment & Platform Strategy

Mamsys assessed the existing ServiceNow environment and operational processes to define a clear, scalable platform strategy. The focus was on aligning ServiceNow with ITIL best practices, governance requirements, and long-term enterprise needs.

Process-Centric Service Design

Service management processes were standardized to reflect real operational workflows. Incident, change, and service request processes were designed to improve consistency, accountability, and SLA-driven service delivery.

CMDB & Service Visibility Foundation

A governed CMDB foundation was established through discovery, structured data modeling, and reconciliation practices. Application-to-business service mapping improved visibility and supported IT operations and future automation.

Workflow Automation & Orchestration

Mamsys implemented structured workflows and approvals to reduce manual effort and improve operational efficiency. Automation was applied while maintaining control, traceability, and audit readiness.

Enterprise Integrations & Extensibility

ServiceNow was designed as an integration-ready platform, enabling seamless connectivity with cloud, monitoring, and enterprise systems through APIs and native capabilities.

Platform Stability & Continuous Improvement

Ongoing platform stability was ensured through controlled upgrades, cloning activities, reporting enhancements, and continuous optimization aligned with evolving business needs.

Solutions
Delivered

Mamsys delivered a comprehensive set of ServiceNow capabilities that established the platform as a stable and governed enterprise service backbone. The solution covered IT Service Management processes, CMDB and CSDM alignment, IT Operations Management foundations, and asset lifecycle governance.

Workflow automation and approval orchestration reduced manual effort and improved consistency across teams, while reporting and dashboards provided actionable insights into service performance and operational health. The overall solution ensured that ServiceNow was positioned for long-term enterprise-wide adoption and expansion.

Technology
Stack

The solution was built on the ServiceNow platform, leveraging core modules such as IT Service Management, IT Operations Management, Configuration Management Database, and IT Asset Management. Integrations were enabled with cloud platforms, monitoring tools, and enterprise systems using APIs and native ServiceNow capabilities.

Results

ServiceNow evolved into a governed, enterprise-ready platform supporting long-term operational scale

Enterprise IT Leadership

Data Reliability

Improved CMDB accuracy and service visibility through governance and discovery.

Process Consistency

Standardized incident and change workflows aligned with enterprise practices

Operational Responsiveness

Priority-driven incident handling and SLA-based service execution.

Scalable Foundation

ServiceNow prepared to support future expansion across teams and services.

Platform Stability

Sustained reliability through upgrades, optimization, and platform health management.

Key
takeaways

  • Governed Platform Foundation

    Establishing a strong governance and CMDB foundation enabled ServiceNow to function as a reliable enterprise platform rather than a standalone service tool.

  • Process-Driven Service Operations

    Standardized incident, change, and service workflows aligned ServiceNow with real operational processes, improving consistency and accountability across teams.

  • Scalable ServiceNow Architecture

    Designing ServiceNow with scalability and extensibility in mind prepared the platform to support future growth, additional modules, and enterprise-wide adoption.

  • Continuous Platform Optimization

    Ongoing upgrades, optimization, and platform health management ensured long-term stability and sustained operational value.

GET IN TOUCH

Get Trusted Insights, and Extend Planning and Analysis Across Enterprise

A partnership that ensures success at any scale and speed.