CASE STUDY
Incorrect data entry and missing configuration items (CIs), leading to longer time for incident resolution.
Service Desk teams struggled to associate the correct CI due to the lack of information on incidents.
Inconsistencies in incident records across channels (phone, email, TDM) for SolarWinds integration.
Inconsistent and incomplete data hampered effective incident reporting.
Improved
Faster
Reduced
The integration was reconfigured to reflect the correct CI while creating an incident, improving data accuracy.
We ensured monitored systems were included as configuration items within the ServiceNow ecosystem
Created and populated network-related configuration items in the CMDB.
Reviewed the channels for SolarWinds integration to reflect the correct source.
Congratulations, and a big thank you to the ServiceNow engineers, who competently leveraged CMDB capabilities to ensure better incident management in the long run.
IT Director
Faster
Impact Analysis
- Executives, CTOs, Director
- IT Consultants
- Business Analysts
- Project Managers
- IT Project Coordinators
- Architects and Specialists
