Case Study

Enterprise ServiceNow ITSM & CMDB Modernization

Customer
Overview

A large enterprise organization operating in a highly process-driven environment was undergoing a transition from fragmented service management tools to ServiceNow. The organization required a centralized IT service platform to standardize ITSM processes, improve CMDB accuracy, and support long-term operational governance.

The engagement focused on building a strong ServiceNow foundation to support incident, change, problem, and service catalog processes, while enabling integration with directory services and ensuring reliable instance management.

  • Platform

    ServiceNow

  • Country

    India

  • Engagement Model

    ITSM & CMDB Implementation and Platform Administration

  • Industry

    Enterprise IT Services

Problem
Statement

The organization faced challenges due to fragmented service management processes and limited visibility into configuration items and service relationships. Incident, change, and problem management processes lacked consistency, resulting in operational inefficiencies and limited governance.

Additionally, the absence of a reliable CMDB and standardized service catalog made it difficult to support IT operations at scale. The organization required a structured ServiceNow implementation aligned with ITIL best practices to improve service reliability, accountability, and long-term platform stability.

mamsys approach

Service Management Assessment & Platform Strategy

Mamsys assessed the existing IT service management landscape and operational processes to define ServiceNow as the target enterprise platform. The focus was on aligning the future-state platform with ITIL best practices, governance requirements, and long-term operational needs.

Process-Centric Service Design

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

CMDB & Service Visibility Foundation

A governed CMDB foundation was established as part of the ServiceNow implementation 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

Structured workflows and approval mechanisms were implemented to reduce manual effort and improve operational efficiency. Automation was applied while maintaining control, traceability, and audit readiness across service processes.

Enterprise Integrations & Extensibility

ServiceNow was designed as an integration-ready platform, enabling seamless connectivity with directory services, enterprise systems, and monitoring tools using APIs and native capabilities.

Platform Stability & Continuous Improvement

Platform stability was ensured through disciplined configuration management, controlled deployments, and continuous optimization to support reliable operations and future enhancements.

Solutions
Delivered

Mamsys delivered a comprehensive ServiceNow ITSM implementation covering incident, change, problem, knowledge, and service catalog management. CMDB capabilities were introduced to support asset visibility and service configuration tracking, forming the foundation for reliable IT operations.

Workflow configurations, notifications, and approval mechanisms improved process consistency and reduced manual effort. Instance administration, data migration, and environment synchronization ensured platform reliability and operational continuity.

Technology
Stack

The solution was built on the ServiceNow platform, leveraging IT Service Management and CMDB capabilities. Directory services integration enabled centralized user and access management, while structured update set management supported controlled deployments across environments.

Results

“Mamsys team worked closely with our internal stakeholders, ensured process consistency, and laid a strong foundation for long-term ServiceNow adoption.”

IT Service Management Lead

Data Reliability

Improved CMDB accuracy and service visibility through structured discovery and governance.

Process Consistency

Standardized incident and change workflows aligned with enterprise service practices.

Operational Responsiveness

Priority-driven incident handling supported by SLA-based service execution.

Scalable Foundation

ServiceNow prepared to support future expansion across teams and services.

Platform Stability

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

Key
takeaways

  • Strong ITSM Foundation

    Implementing ITIL-aligned ITSM processes enabled consistent and governed service operations across the enterprise.

  • Reliable CMDB Enablement

    Establishing CMDB fundamentals improved asset visibility and supported long-term service management maturity.

  • Operational Stability Through Governance

    Disciplined instance administration and controlled deployments ensured platform reliability and sustainability.

  • Scalable ServiceNow Adoption

    A structured foundation prepared ServiceNow to evolve alongside organizational growth and operational complexity.

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