CASE STUDY
ServiceNow SolarWinds Integration for Efficient Incident Management of Restaurant Chain
Industry | Hospitality
Technology | ServiceNow
Location | USA
Texas Roadhouse, a US-based restaurant chain, faced challenges managing its IT infrastructure effectively. With a complex infrastructure that relied on diverse data sources, they had difficulty maintaining accurate and reliable data in their ServiceNow CMDB environment, leading to operational inefficiencies and governance issues.

    By downloading this content, you are agreeing to receive communications from Royal Cyber, including our Insights newsletter.

    [recaptcha]

    Challenges

    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.

    Key Outcomes
    Improved
    Incident Resolution Time
    Faster
    Turnaround Time
    Reduced
    SLA Breaches
    Solutions

    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.

    What Customers Say about Royal Cyber

    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
    Audience
    • Executives, CTOs, Director
    • IT Consultants
    • Business Analysts
    • Project Managers
    • IT Project Coordinators
    • Architects and Specialists
    Related Case Studies
    ServiceNow CMDB for Texas Roadhouse
    ServiceNow IRE for Leading Restaurant Chain
    ServiceNow CMDB Maintenance for Leading Hospitality Chain