About the Client

The client is a national network of steakhouses with a focus on Texan and Southwestern-style steaks. The company had 627 domestic locations in 49 states and 29 abroad in 10 nations as of August 2021. They wanted to update their CMDB and process of data creation and storage.

Business Challenges

Despite using ServiceNow, additional customizations were needed to support vendors & store processes.
Ticket creation for storing and processing information was conducted via emails.
Significant data gaps led to manual updating of the existing information in CI, which needed to be corrected.
Record duplication is due to no identification rules defined for specific classes and no reconciliation rules that would restrict these updates.

Business Solution

Due to identification and reconciliation requirements, there is no CI duplication.
With our best practices implemented, the condition of the CMDB has improved significantly.
With better data quality, the client could reduce the number of outages.
Reduced service delivery costs and ensured faster issue resolution and time to market for new services.

Key Outcomes


Increase in ROI


Increase in Issue Management


Decrease in Incorrect Entries

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