CASE STUDY
ServiceNow CMDB Maintenance for Leading Hospitality Chain
About The Client
The client is a renowned restaurant chain with locations across the United States and faced challenges managing its IT infrastructure effectively. With a complex environment and diverse data sources, they struggled to maintain accurate and reliable data in their ServiceNow CMDB leading to operational inefficiencies and governance issues.
Industry | Hospitality
Solutions | ServiceNow
Location | USA
Business Challenges
- Unclear authorizations for creating and managing CIs (configuration items).
- Lack of automation in CI attributes.
- Duplicate outdates records due to CIs lacking required attributes.
- Lack of dashboards and CMDB reporting.
Business Solutions
- Clear definition of roles and responsibilities for CMDB management.
- Leveraged ServiceNow for remediation capabilities to handle stale CIs.
- Required attributes were strictly enforced at all data entry points.
- Utilizing IRE Engine to prevent CI duplication.
Key Outcomes
Faster Diagnosis & Troubleshooting for Service Outages
Efficient Asset Tracking & Inventory Management
Better Tracking of IT Hardware Expenditures
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